I ordered a VR 21 recumbent exercise bike after waiting for months for them to be back in stock. My bike was delivered, we assembled it, I registered it and "unlocked" the product on line as instructed. I rode less than 1/3 before there was a big "clunk" and the pedals would no longer move. Customer services were not open on weekends so I had to wait until Monday to call. They supposedly "diagnosed" the problem over the phone and told me I needed new parts. They allegedly ordered a new drive belt and a new Eddy wheel assembly. They said that I could do a DIY "fix" when my parts arrived. I didn't break the bike, it arrived broken. I wanted a tech to fix it. They told me a tech would be dispatched after I received the repair parts. I received a 4"x6" shipping envelop a week later. There was a drive belt in it but no metal fly wheel. According to Cust. svcs, they said that their packing slip indicated that I had received BOTH parts. I am stupid enough to have bought one of their defective products, but I KNOW a 12" flywheel cannot fit in a 4"x6" envelope. They finally agreed to send "another" Eddy wheel by expedited shipping. Also they would contact tech so that I could get the bike fixed as soon as the other part arrived. I received an e-mail re: new order and was told that I would receive an e-mail from the shipper and a phone call from the tech. I received neither. And despite the e-mail re: the new parts order, they say they have "no record" of that order and they cannot help me any further....... User's recommendation: Don't buy ANY icon.fit products including NordicTrack. Icon is the parent company and evidently "con" is the operative word!