I ordered and received the Nemesis Single Stack Functional Trainer from Titan, but I was sent a defective piece of equipment that Titan refuses to acknowledge or help troubleshoot. One of the cables was pre-strung incorrectly on one of the pulleys directly out of the box, causing increased friction on the line when the machine was in use. Additionally, when the machine arms are in certain positions, excess tension is placed on the cable and weight stack making it impossible to adjust the weight pin selector. I asked for assistance with this issue and was told that I assembled the machine incorrectly. Online support mentioned that the cause of the extra tension was due to the wrong orientation of the pulleys during my assembly. However, the assembly of my unit matches the instructions EXACTLY, and online support is stating something that contradicts their written manual.I requested clarification on this contradiction, but have been met with denial with each interaction. It is now to the point where they don't even respond to follow up requests at all--both by email and at the Better Business Bureau.Titan failed on this one. With their unwillingness to consider that maybe they sent me a bad product. With their inflexibility with regards to sending me ANY piece of evidence that supports what online support says--I provided multiple pictures showing that my assembly matches the instructions and pictures on the website exactly, but all Titan can say is: No, you are still wrong. It just boggles the mind. I've spent thousands on Titan in the past. All my future purchases will be with Bells of Steel and Ironmaster.Edit: 2/7/2025You may see Titan's response below. They did indeed FINALLY send me semi-detailed instructions MONTHS after I first contacted them about the issue. Please do not read their response and think that they were attentive to a customer's needs. Multiple emails with detailed pictures and diagrams went ignored by Titan, only because it contradicted the errors their support staff make. Only after I took my reviews more public did Titan Fitness finally find the instructions that they claimed didn't exist. Do not patronize Titan Fitness and expect speedy or helpful technical support. Do not let them fool you.
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