ElliptiGO Recall Notification

NOTE: I received this notification from ElliptiGO on October 16, 2013. My model is affected I am waiting on further information to resolve the problem.

Dear ElliptiGO Customer,

We would like to extend our sincerest apologies for this situation. You made a large investment into your health by purchasing an ElliptiGO and you trusted us to deliver a product that would give you years of enjoyment and value. You have every right to be upset about this safety notice and we understand how frustrating it is to be informed not to ride your ElliptiGO.

We also apologize for not sending an update sooner. We are a small team and have been working for the past two weeks as hard as we can on getting as many people notified about the safety issues as possible. More than 8,000 ElliptiGOs are affected around the world, so this has been and continues to be a large task for us. In retrospect, we should have carved out the time to send this apology to you much sooner. We understand that the only thing worse than being told not to ride your ElliptiGO is to then hear nothing about that for two weeks. This recall effort has been our absolute focus since we became aware of these issues and we are consumed by it every day, so our silence does not reflect our level of attention to this issue.

Unfortunately, we do not have a time table for the fix yet. We know that is what everyone wants to find out. We are working diligently on these issues and hope to update you within the next two weeks with additional information. In the meantime, we would very much appreciate it if you would refrain from bringing your ElliptiGO to your local dealer until we have announced the repair process. If you have any specific concerns or would like to voice your disappointment or frustration with this situation, please feel free to contact our Co-Founder and Co-President, Bryan Pate, directly at 650.575.3070. He would be happy to speak with you.

Again, we are very sorry about this situation and are doing our best to resolve it as quickly as possible. Thank you very much for your patience and enthusiasm for ElliptiGO. We recognize that our company cannot exist without you and we will continue to work as hard as we can to get you back out riding your ElliptiGO. If this is the first you have heard of a safety issue, please see the notice below.

Sincerely,

The ElliptiGO Team
Bryan, Brent, Bryce, Beth, Erin, Dave, Keri, Sarah, Tom, Erika, Idai, Steve, Brian, D’Andrea, and Abbey
October 16, 2013

Safety Notice Involving ElliptiGO Products

We are writing to inform you about two safety issues affecting some ElliptiGO 3C, 8C and 11R model elliptical bicycles. We believe that your ElliptiGO is included in the group of bikes that could have an issue. Safety is a top priority for us, and as a customer, we want to make sure that you are safe when enjoying your ElliptiGO. Out of an abundance of caution we have voluntarily decided to address these issues to ensure that they will not pose a problem to any of our customers. We will try to make the process of fixing these issues as seamless and efficient as we can. Of course, the fix will be for free.

The first issue, which only affects 3C and 8C models with serial numbers between 11-010-001 and 13-028-102, relates to the fork. The serial number can be located on the shipping box, the crank arm hang tag, or on the bicycle frame approximately two inches below the decal situated on the frame member directly in front of the rear wheel. We are aware of at least one fork that was improperly manufactured at the factory and failed in the field. No one was injured as a result of the failure. Because we cannot be sure that this was the only fork that was not properly manufactured, and because a fork failure poses a fall hazard for the rider, we plan to retrofit all 3C and 8C forks with an additional safety mechanism that will ensure the fork performs safely. Please note that this issue does not affect 8S or 11R models.

The second issue affects 3C, 8C and 11R models with serial numbers between 12-005-012 and 13-024-107. These models have an adjustment screw located on each drive arm that is set at the factory. This screw was not designed to be tightened after leaving the factory. Doing so can cause the associated drive arm to detach from the crank arms, posing a fall hazard to the rider. We are aware of eight instances where an adjustment screw was tightened after leaving the factory and the result was the drive arm detached. We have received one report of this detachment causing the rider to fall and sustain minor “roadrash”. To address this issue we plan to replace the existing mechanism that attaches the drive arm to the crank arm with a safer one. Please note that this issue does not affect 8S models or 3C, 8C and 11R models with serial numbers that fall outside the range from 12-005-012 to 13-024-107.

We are in the process of notifying the U.S. Consumer Product Safety Commission (“CPSC”) of these conditions and requesting authorization to undertake the above described “fixes” on your ElliptiGO. Again, this will be done free of charge to you. To ensure your safety, we ask that you please do not ride your ElliptiGO until we receive this authorization from the CPSC and are able to complete the improvements to your fork and drive arms.

We value the trust and confidence you have placed in us through the purchase of your ElliptiGO. Our company’s goal is to get your ElliptiGO fixed as soon as we can so that you can continue to enjoy it. We will update you on our progress with the CPSC as soon as we are able. All of us here at ElliptiGO sincerely apologize for this situation and the inconvenience it causes you. If you have any questions, please do not hesitate to contact us. We can be reached at (888) 551-0117 or via email at info@elliptigo.com.

Sincerely,

The ElliptiGO Team