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“Initial problems, Overall very happy with product &...”

written by AndyB2013 on 15/02/2013

Received the Elite Pro treadmill within the time specified. On arrival we noticed the packaging had taken some battering, this concerned me as it would be another two weeks before I would unpack and set up the treadmill (within 14 days you can legally return item and receive full refund). I phoned Branx Fitness the next day, the manager Peter Jones assured me that if there were any problems they would resolve.
Two weeks later I finally set up the running machine, it was very easy to put together only a few screws, however the instructions are terrible to understand, it's as though they have been written by Manuel from Fawlty Towers.

After setting up the running machine I was disappointed to find that it would not work. I immediately sent an email and tried calling on several occasions the next day and kept being diverted to voicemail. On the fifth attempt I finally managed to get through and it was Mr Branx himself that answered, I told him that the machine was not working (error codes 01 and 04) he advised me that this sounds like a delicate part had been damaged in transit and that he would arrange for an engineer to visit us and correct the problem. Three days later true to there word Branx have fixed the problem and now the machine has been working perfectly for the past two days of use.

My first gripe is the failure to answer my email and call punctually, it can be unsettling when you have spent £800 and it doesn’t work, however I was immodestly put at ease when I finally got through and spoke to Mr Branx and they promptly fixed the machine

Second gripe are the instructions. However Mr Branx advised me that they are addressing this and there will be new instructions and videos on the website soon, this I think will be a great idea.
NB* Branx can I also suggest giving descriptions for each running program; this would be very useful as well.

Overall I’m very happy with the product and thinks its great and the service received is excellent and very reassuring. So much so I’m waiting off buying a rowing machine from another supplier until Branx release there’s onto the market in few months time (hope it’s not too long), in the meantime I can put the running machine through it paces to see it how it fares up.

For the reasons above I will give a four (I appreciate damage in transit can happen), otherwise it would have been a five.