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Unresponsive and lacks follow through with service
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I purchased a CYBEX Arc Trainer 750AT in SEP16, and there was extensive damage to the console and handles. The pallet was at a 45 degree angle when delivered. Service was initially responsive, but despite the website and contract stating that warranty included labor and parts through Cybex, they sent someone who was not an authorized service provider who did not fix the problem the first time and introduced new problems the second time. I insisted on a Cyber authorized provider that was finally sent in JAN17. He identified that the last guy used wrong parts (not Cybex), used the wrong inlay on the console (says 750A instead of AT), and the pedal parts all need replacement. Several calls and emails later, I am STILL waiting for those parts so he can come and fix it. 5 months with no resolution. I asked for a supervisor and was told that "upper management" does not want customers contacting them and the only name he was authorized to give me was the ops mgr, Augustino Pizano. Between him and David White, I still sit here with a sub par piece of equipment. Worst $3700 I've spent. So sad that the fixes are simple and they can't get it together to back up their warranty.
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