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Elite Direto the regulator lock was broken inside

Posted: Fri Feb 22, 2019 10:54 am
by ppcorreia
Hello guys,

after about 6 months of use, when I was calibrating my elite direto, the screw "regulator lock" was broken inside, the plastic that supports the screw broke. It makes me confused how the part that holds such an important screw in the training roller is plastic. I would like to know how to proceed with the warranty. I have photos that I can send to prove. I think the warranty covers such problems, it must be a recurring problem on this roll or else I had bad luck.
Can you help me?

Thank you very much
Best regards

Re: Elite Direto the regulator lock was broken inside

Posted: Tue Mar 12, 2019 12:38 pm
by Elite Admin S
Please contact our customer care at myetraining@elite-it.com

Regards

Re: Elite Direto the regulator lock was broken inside

Posted: Tue Mar 12, 2019 1:26 pm
by ppcorreia
Hello Elite Admin,

Today I received your response, through the website where I purchased the direct (MANTEL.COM) and you said that the guarantee does not cover this type of damage. How is it possible? I simply calibrated for the first time my direct after 6 months of use !!!! and this is broken and it's my fault? Are not you going to repair or replace my trainer? This is a shame. Is this your customer service? I do not want to believe this!

Re: Elite Direto the regulator lock was broken inside

Posted: Wed Mar 13, 2019 12:53 pm
by Elite Admin S
I confirm you that we cover this kind of issue.
I think there must have been a misunderstanding with Mantel. Don't worry, the problem will be solved by the person in charge (I know you're already in contact with us)

Regards

Re: Elite Direto the regulator lock was broken inside

Posted: Thu Mar 14, 2019 1:49 pm
by ppcorreia
Thank you Elite for the clarification and help in the process. I ask one thing, what happened to me is normal? or is it a manufacturing defect? I'm afraid this will happen again when you have to calibrate. When do you release an official video on how to calibrate the direct correctly?

thank you very much

Re: Elite Direto the regulator lock was broken inside

Posted: Wed Mar 27, 2019 12:12 pm
by Elite Admin S
Don't worry, it won't happen again.
It was probably a defect of that specific trainer and its' not a common issue, to be honest we had very very few cases like this (it's the first time I see it).

You should receive very soon the new trainer (I've been told that it has already be sent to Mantel)

Regards