What should I do if my equipment breaks during use?Updated a month ago

Immediate Safety Steps

If your fitness equipment breaks, cracks, or fails while you're using it, follow these safety steps immediately:

1. Stop Exercise Immediately

• Release tension gradually if safely possible (don't let weights drop freely)
• Step away from the equipment carefully
• Ensure the area is safe for you and others nearby
• Do not attempt to continue using the equipment

2. Check for Injuries

• Assess yourself for any injuries, even minor ones
• Check anyone else nearby who might have been affected
• Seek medical attention if needed - don't delay if injuries are serious
• Document any injuries with photos and written notes

3. Secure the Equipment

• If in a commercial or shared setting, mark equipment as "out of service"
• Keep any broken parts that detached - don't dispose of them
• Don't attempt to fix or temporarily repair the equipment
• Prevent others from using the damaged equipment
• If equipment is unstable or unsafe, move it to a safe location or rope off the area

Document the Equipment Failure

Thorough documentation helps CENTR support process your warranty claim quickly and understand what happened:

Take Photos Showing:

• The broken component: Close-up photos from 2-3 angles showing the failure point
• Overall context: Wide shot showing where the broken part is located on the equipment
• Serial number: Photo of the serial number sticker on your equipment (usually on main frame)
• Any detached parts: Parts that broke off, arranged to show how they connect
• Surrounding damage: Any other equipment damage caused by the failure
• Package damage (if recent delivery): If equipment arrived within the last 7 days, also photograph the shipping box

Write Down Details:

• Date and time the equipment broke
• What exercise you were doing when it failed
• Approximate weight or resistance being used
• What happened: Did it snap? crack? come apart? make a sound first?
• Any warning signs beforehand (unusual sounds, rough movement, visible wear)
• How long you've had the equipment and how often you use it
• Any injuries that occurred

This information helps support determine whether the failure was due to manufacturing defect (covered by warranty) or other factors.

Report to CENTR Support Immediately

Contact CENTR support as soon as possible after the equipment breaks:

Email (Recommended): [email protected]

Subject line: "Equipment Failure During Use - [Your Equipment Model]"

Include in your email:

• Your name and order number (if known)
• Equipment model (FT2, M5, Centr Home Gym, etc.)
• Serial number (from photo or sticker on equipment)
• Purchase date or proof of purchase attached
• Detailed description of what happened (when, what you were doing, how it broke)
• All photos you took of the damage
• Any injuries that occurred
• Your shipping address and phone number

Phone: 714-738-1729 (Monday-Friday, Pacific Time)

Phone is useful for urgent situations or if you need immediate guidance, but you'll still need to email photos and documentation.

What Happens Next: Warranty Claim Process

Step 1: Initial Response (Within 1-2 Business Days)

CENTR support will:

• Acknowledge receipt of your report
• Review your photos and description
• May ask for additional information or photos
• Begin investigating the cause of failure

Step 2: Warranty Verification

Support will determine:

• Purchase date validity: Is equipment within 1-year warranty period?
• Nature of failure: Manufacturing defect vs. misuse/accident
• Coverage determination: What warranty covers in this situation
• Shipping costs: Free if within 2 years, or $15-$20 if 1-2 years old

What's Typically Covered (Within 1 Year):

• Cable failures (snapped, frayed to breaking point)
• Broken brackets, pulleys, or mounting hardware
• Cracked or failed structural components
• Defective welds or joints that failed
• Weight stack components that broke
• Any part that failed due to manufacturing defect during normal use

What's NOT Covered:

• Failures from exceeding equipment weight/load limits
• Damage from drops, impacts, or accidents
• Equipment modified or repaired improperly
• Normal wear and tear (typically after 2+ years)
• Equipment used outdoors (unless rated for it)
• Misuse or abuse

Step 3: Resolution (If Covered by Warranty)

Once your claim is approved:

• Confirmation number provided (example: "SO#161021")
• Replacement part(s) will be shipped
• Timeline: Parts ship within 1-2 weeks
• Tracking number sent via email when shipped
• Delivery: 5-7 business days after shipment
• You typically do NOT need to return broken parts (unless specifically requested)

Total Timeline: Approximately 2-3 weeks from reporting to receiving replacement parts.

Shipping Costs:

• Within 2 years of purchase: Free parts + free shipping (courtesy policy)
• 1-2 years old: Free parts, you pay shipping ($15-$20)
• Over 2 years (out of warranty): Parts available for purchase (cables $20-$40, straps $20, plus shipping)

If Equipment Breaks During Warranty Period

Recent Purchase (Within 30 Days):

If equipment breaks shortly after delivery, also consider:

• Shipping damage: May have been damaged in transit even if box looked OK
• Missing parts: Incomplete assembly can cause premature failure
• Factory defect: Clear manufacturing quality issue

Report within 30 days for fastest resolution. Include photos of the shipping box if you still have it.

Within First Year:

Most equipment failures within the first year indicate manufacturing defects and are covered by warranty. Be prepared to provide:

• Proof of purchase
• Serial number
• Description of normal use (confirm you didn't exceed weight limits)

After 1 Year (Out of Warranty):

Equipment failures after the warranty period may still be resolved:

• Replacement parts are available for purchase
• Support will quote you: part cost + shipping
• Typical costs: Cables $20-$40 each, Straps $20, Brackets vary
• You can choose whether to repair or replace equipment

Common Scenarios and What to Expect

Scenario 1: Cable Snapped During Exercise

• Typical cause: Manufacturing defect (if within 1 year), normal wear (if 2+ years)
• Warranty: Usually covered within first year
• Resolution: Replacement cable shipped, installation typically straightforward
• Timeline: 2-3 weeks

Scenario 2: Pulley Cracked or Shattered

• Typical cause: Material defect or impact
• Warranty: Covered if defect, not covered if impact/drop damage
• Resolution: Replacement pulley assembly shipped
• Timeline: 2-3 weeks

Scenario 3: Frame Bracket Broke

• Typical cause: Weld failure, material defect, or overloading
• Warranty: Covered if material/weld defect, may not cover if exceeded weight limits
• Resolution: Replacement bracket or frame section shipped
• Timeline: 2-3 weeks, may require more complex installation

Scenario 4: Seat or Pad Failed

• Typical cause: Attachment point failure or material defect
• Warranty: Usually covered if structural failure, not if just worn padding
• Resolution: Replacement seat assembly shipped
• Timeline: 2-3 weeks

Common Questions About Equipment Failures

Q: Am I liable if equipment breaks and causes injury?

A: If you were using equipment properly within its design limits and it failed due to defect, you are not liable. However, document everything thoroughly and report to CENTR immediately. If injuries are serious, you may want to consult legal counsel. Keep all documentation including warranty terms, support communications, and medical records.

Q: Will CENTR cover medical bills if equipment failure causes injury?

A: Contact CENTR support to discuss your specific situation. Provide full documentation of the incident and injuries. Resolution depends on circumstances and cause of failure. This is handled case-by-case with management review.

Q: Do I need to return the broken equipment for warranty?

A: Typically no. CENTR usually sends replacement parts without requiring return of broken parts, unless specifically requested by support for analysis. Keep broken parts until your replacement arrives and is working properly.

Q: What if the same part breaks multiple times?

A: Definitely report this to support: "This is the second/third time this part has broken." Repeated failures trigger manager review and may indicate need for upgraded component, improper installation guidance, or that equipment is being used beyond its design specifications. Be honest about usage patterns.

Q: Can I get expedited shipping for broken equipment?

A: Standard shipping (5-7 business days after parts ship) is included. Expedited shipping may be available in urgent cases with manager approval and possible additional cost. Explain your situation to support and they'll escalate if appropriate.

Q: What if I can't find my proof of purchase?

A: Provide the serial number from your equipment. Serial numbers often allow support to verify warranty period: "Based on your serial number, your unit is covered." If you remember approximate purchase date or where you bought it, include that information too.

Q: Can I temporarily repair equipment while waiting for parts?

A: Do NOT attempt temporary repairs on structural or safety-critical components. Temporary fixes can:

• Void your warranty
• Create additional safety hazards
• Cause more damage
• Increase liability if further failure occurs

Wait for proper replacement parts from CENTR. If you need to continue training, find alternative exercises that don't use the damaged equipment.

Preventing Future Equipment Failures

While some failures are unavoidable manufacturing defects, you can reduce risk:

• Regular inspections: Check cables, connections, and moving parts monthly
• Stay within limits: Don't exceed equipment's rated weight capacity
• Proper use: Follow exercise instructions and equipment guidelines
• Appropriate environment: Keep equipment indoors in climate-controlled space
• Maintenance: Keep moving parts clean and properly lubricated (if applicable)
• Early reporting: Report unusual sounds or rough operation before failure occurs

Contact CENTR Support

For equipment failures, contact support immediately:

Email: [email protected]
Phone: 714-738-1729 (Monday-Friday, Pacific Time)

In your message include:

• "Equipment Failure During Use" in subject line
• Equipment model and serial number
• Photos of damage (multiple angles)
• Purchase date or proof of purchase
• Detailed description of failure incident
• Any injuries that occurred
• Your contact information and shipping address

The support team will guide you through the warranty claim process and get replacement parts shipped as quickly as possible.

Important Safety Reminder

Do not continue using equipment after failure. Even if it seems to still work partially, damaged equipment is unpredictable and dangerous. Wait for proper replacement parts and professional evaluation before resuming use. Your safety is more important than continuing your workout.