Online purchase of Elliptical Cross Trainer.
On second day of use, acute knee pain and lower back pain developed in the user (my slim wife).
She asked me to adjust the seat etc to alleviate the stress on her knees and back.
However, any adjustment causes the seat to move the body further away from the handlebars, which exacerbates the pressure on the lower back as the user leans further forward.
But in the lowest position, the knees are bent at way too an acute angle, causing the end of femur bone to press hard into the knee cap (patella) eventually causing very sharp pain.
As a registered nurse of 38 yrs experience, I spotted that the machine is poorly designed.
The user should NOT have to lean out so far to grasp the handlebars, and any seat adjustment to give relief to knees, should NOT move the user further away from handlebars. Humans do not have the arm reach of an Orangutan.
I contacted Dick Smith and they agreed initially to refund the machine on return.
Before I could send it, they emailed to say they wouldn’t refund because the machine is not damaged or faulty, but we could have a store credit.
Meanwhile if we do send the machine back, we would have paid a total of $110 freight (more probably as we do not get the discount rates that Dick Smith enjoys for bulk parcel mail-outs.)
The issue we have is that under the terms of the contract, we had no option other than to say “I’ve changed my mind.” But the reason we changed our mind is that the machine has a design fault (in my opinion) and is not fit for the purpose for which we bought it.
My reason for posting here is two-fold:
- To warn users of similar situations where a heavy item is ordered, and return would cost as much as
a third of the item cost.
- To alert potential purchasers to the terms of refund: that you may not get your money back, but be
asked to accept store credit if the item was not damaged or faulty at delivery.
So currently we are stuck with a machine we cannot use and no way to get a refund.
Has anyone else had such an experience with Dick Smith/Kogan in general, or more specifically with heavy Health & Body (Gym) equipment - items that are costly to return"