Ok so Im going to go over exactly what happened after receiving my elliptical. The box is EXTREMELY HEAVY, which is to be expected.Upon opening the box, there were parts everywhere... loose parts.. screws, washers, Wave washers. The package containing the small parts must have come open during shipment.I took a great deal of time trying to locate everything and confirm that I had the correct # of each item.Initially I was missing one of the wave washers and I actually found a very small screw that I couldn't locate on the parts list which meant it came off of one of the partially pre-assembled parts. And I could not figure out where it came from. I immediately utilized the customer support email and sent them a message including the model #, the name and part # of the wave washer that was missing out of the owners manual and a PHOTO of the little screw that I found unattached to anything. I sent the email on Feb 4th and was of course hoping for a quick response because at this point Ive got everything all over my living room waiting to be put together. On FEB 11th, I received a response from customer service who asked me for the PROOF OF PURCHASE (how do I have part #s from the owners manual to provide them to begin with? and why would I email them for help with a product I DIDN'T ORDER) MY SHIPPING ADDRESS (why?), SERIAL # AND PART NUMBERS NEEDED (already provided and one of them, the photo, I had already explained that I had no part # for it). No response regarding the photo I provided. So at this point 7 days later... I was super upset and trust me they now know it.The good news is that I continued to attempt assembly to see if the wave washer would magically turn up or if I would be able to figure out where that miscellaneous screw was supposed to go to. and whalah!!! I did find the wave washer and realized that the little misc screw went to one of the rear pedal assemblies. One side had the screw and one side didn't... so it all ended up working out for me because of my own persistence and patience... but I pray to God this elliptical lasts because I would hate to have to contact customer service again and get such terrible service. They clearly didn't read my email and I can't believe after getting a concerning email like that from a new customer they would respond with this "auto type" "impersonal" message showing no concern that I just spent $600 with their company and got a mess of a product at first.Now on to the finished product, which by the way took me 4 HOURS to put together. Part of that is due to missing parts that I couldn't locate at first. Assembly was fairly easy but time consuming.The Elliptical itself is amazing. I LOVE IT! Tension is good and fluctuates depending on the specific program chosen. The different programming options make it so nice to be able change things up and also work up to higher level programs as you get in shape. So far, I would highly recommend and will come back to update if anything changes. This product is sturdy, not loud at all and has a very smooth stride. Not sure if the pulse reader is completely accurate but I think its close.