Fitness Gear Model 821E Elliptical. Crank and Flywheel Problems, and Solutions.

Note. Originally posted in our service questions forum. Reposted here so that we can add the graphics.
We just got an email from some folks with a Fitness Gear Model 821E Elliptical Trainer.  They said that during use, maybe a bolt broke off the machine on the inside.  They sent a picture, which we'll post as soon as we figure out how to include it :)
  We do know how to respond, and that's just what we did.  We'll share it here, so that others can benefit from it.
Here's what we said:
"Thanks for contacting us.  We'd be happy to help get your elliptical back in operation.
  It looks like that is the crank wheel assembly (Item R02 in the diagram above)  This is usually not covered by a lifetime warranty, like the flywheel is.  {Edit. Fitness Gear warranties are usually 90 days, which we did not know at the time we replied.}
I have a few questions for you though.
1) How old is the machine, roughly, and are you the original purchasers, or did you get it secondhand?
2) If original purchasers, did you register the machine for warranty purposes? Is it still under warranty, that you know of?
These two questions are mostly to help me figure out if the parts are going to be under warranty or not. It can save you a lot of money if the answer is yes.

3) What happened when the machine "broke"?  Was there any special noise made? Did it start operating differently?
4) Does it still operate now?
5) Do you know the model number and serial number?  These are usually on a sticker, on the frame, around the bottom of the machine.

 We can come out and do a service. During this service call, our technician will clean, inspect, and lubricate the machine according to the manufacturer's recommendations.  He will also troubleshoot and repair faults that can be fixed on the spot.  For problems that can't be fixed, for example, if we need repair parts, then we will give you a quote for the exact cost of any parts and labor required.  All are fees are flat rate, so you know everything upfront.  We don't mark up repair parts either.

  For this elliptical, if it is the crank wheel assembly that is broken, it will be a costly repair.  The parts may or may not be under warranty, so we can figure out the parts after we figure out warranty coverage. The bolts and caps are just a few dollars each, and the crank wheel is around $85, plus tax and shipping. The labor is high, because we need to do a lot of dis-assembly just to get to the part.  It is a 4-5 hour job.

  We are happy to help out over the phone, for free.  We are also happy to send out a technician to have a look.  When we come out for a service and then come back out for other repairs, we give you a $20 credit towards the cost of those other repairs.

  Please let me know what you think.  We can get out there pretty fast.  At the same time, this is a pretty busty time of year, so the more advance notice we can get, the better we can accommodate your schedule.
Good Luck!

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