Our elliptical was making strange noises and not operating smoothly, so I gave these guys a call. My message was returned with an hour by a very nice man named Genady. He asked me several questions about the elliptical and what it was doing. I got the distinct impression that he really knew his stuff (although, to be fair, you could probably impress me with a technical description of a pencil sharpener). We scheduled an appointment. He called the day before our appointment to let me know he was in our area and would be available if it was convenient for us. I was away for the afternoon but my husband was home. He praised Genady highly and Genady taught him a few things about how our elliptical works. We are very pleased and will call them again with any future issues.