SUPPORT

Not necessarily.
The Keiser warranty covers genuine manufacturing defects and component failures within the published warranty period.
Some issues relate to equipment setup, calibration, configuration, maintenance or operation rather than a failed component. These are generally considered service support and may be chargeable.
If, during diagnosis or engineer attendance, a genuine warranty-related component fault is identified, warranty will of course be honoured.

Bluetooth pairing, app connectivity and communication issues are generally considered service-support matters rather than warranty claims.
These issues can often be resolved remotely through troubleshooting or configuration without the need for an engineer visit.
Should diagnosis identify a failed hardware component causing the issue, warranty will apply where appropriate.

Incorrect ride data may result from calibration requirements, Bike ID configuration, sensor alignment or equipment setup.
These issues are generally considered service-related unless diagnosis identifies a defective component.

Moving equipment may affect calibration, alignment or operational settings.
Recalibration or adjustment following relocation is normally considered chargeable service support unless a warranty-related component failure is identified.

Performance can change over time due to normal usage, adjustment requirements or preventative maintenance.
Routine servicing, adjustment and preventative maintenance are not normally covered under warranty.
If a component has genuinely failed, warranty will apply within the published warranty period.

Yes.
Wherever possible, our Service Team will first attempt remote diagnosis using telephone support, photographs, video or live troubleshooting.
Many issues can be resolved quickly without requiring an engineer visit, reducing equipment downtime and inconvenience.

Your first point of contact should normally be the authorised distributor who supplied your equipment.
Authorised distributors remain responsible for first-line customer support for products they supply, including initial troubleshooting, customer communication and operational guidance.
The distributor will provide first-line support and, where appropriate, liaise directly with Keiser UK regarding warranty matters.
Where a distributor has supplied and installed the equipment, they remain responsible for first-line after-sales support unless otherwise agreed in writing with Keiser UK.
Keiser UK will continue to support authorised distributors with technical advice, warranty parts and manufacturer support.

Some customers operate under enhanced commercial agreements that include additional labour, preventative maintenance or operational support.
These agreements are separate from the standard manufacturer warranty and will be managed in accordance with the individual contract.
If you’re unsure what level of support your organisation receives, please contact our Service Team.

If our engineer determines that the issue is the result of a genuine warranty-related component failure, the repair will be completed under the applicable warranty terms.
Any charges will be reviewed in accordance with the findings of the engineer.

To help us resolve your enquiry as quickly as possible, please include:
• Equipment serial number
• Description of the issue
• Photographs (where appropriate)
• Video demonstrating the fault (where possible)
• Any error messages displayed
Providing this information enables our Service Team to assess the issue quickly and determine the most appropriate course of action.

Certain wearable parts are covered for a limited warranty period as outlined within the published warranty schedule.
Items such as pedal straps, pedal cages, saddle upholstery, T-handles, grips, rubber components and upholstery are considered consumable items and carry shorter warranty periods due to the nature of normal use.

No.
Normal wear and tear resulting from regular use is not considered a manufacturing defect and is therefore not covered under warranty.
Where replacement parts or servicing are required due to normal usage, these will normally be treated as chargeable service support.

Routine adjustments may be carried out in accordance with the user manual.
However, incorrect assembly, unauthorised modification or relocation may affect equipment performance and could invalidate aspects of the manufacturer’s warranty.
If you are unsure, please contact Keiser UK before undertaking any work.

Our Service Team will always assess the symptoms reported before recommending the most appropriate course of action.
Where possible, remote diagnosis will be undertaken first.
If a manufacturing or component fault is identified, warranty will be honoured.
If the issue relates to calibration, configuration, maintenance or operational setup, it will normally be treated as service support.

Our aim is to provide the quickest, fairest and most effective resolution for every customer.
Many operational issues can be resolved remotely without waiting for an engineer, reducing equipment downtime and allowing our engineering team to prioritise customers experiencing genuine equipment failures.
This approach improves response times, ensures consistent decision-making and enables us to deliver the highest possible level of customer service.

Kindly complete the above form.
Please include:
• Equipment serial number
• Description of the issue
• Photographs where appropriate
• Videos where appropriate
This information enables us to diagnose issues quickly and provide the most efficient resolution possible.