Ascend S2 Manuel D'utilisation page 39

WARRANTY AND SERVICE INFORMATION
HOW TO FILE A WARRANTY CLAIM FOR THE ASCEND S2
MAGNETIC SPINNING BIKE
At Ascend, we prioritize your satisfaction and strive to promptly resolve any issues you may encounter
with our products. If you believe your Ascend S2 magnetic spinning bike has a warranty-covered
defect, please follow the steps below to submit a warranty claim:
Step 1: Gather Necessary Information
• Proof of Purchase: Make sure you have a copy of your purchase receipt or invoice. This will help us
verify the purchase date and determine warranty eligibility.
• Product Details: Note the name and color of the model.
Step 2: Document the Issue
For external imperfections:
1. Take clear and well-lit photos of the damaged part of the rowing machine.
2. If the shipping box in which the rowing machine arrived is damaged, please photograph each side
of the box as received at your home.
3. Ensure the photos are in high resolution and illustrate the problem in detail.
For functional issues or noises:
1. Record a clear video of the rowing machine while it exhibits the issue. Ensure minimal background noise.
2. If the rowing machine produces an unusual sound, try to focus the video on the area from which the sound
appears to originate.
3. Videos should not exceed one minute but should adequately convey the problem.
Step 3: Contact Ascend Customer Support
1. Contact us via email at hello@movewithascend.com or call us at +1-855-905-3486.
2. In your email, please provide:
• A brief description of the issue.
• The photos or video documenting the problem.
• A copy of your proof of purchase.
• Your contact details: Name, address, phone number, and preferred contact time.
Step 4: Await a Response Our customer support team will review the provided details and contact you
within a specific timeframe, within 48 business hours. We may request additional information if necessary.
Step 5: Resolution Once we've reviewed your claim, we will provide guidance on the next steps. This
could involve troubleshooting, providing replacement parts, or offering other solutions based on the
nature of the problem.
Tips for a Smooth Warranty Claim Process:
1. Ensure your photos and videos are clear. Blurry or dark images can delay the claims process.
2. Respond promptly to any requests for additional information from our support team.
3. Keep your rowing machine and its packaging until the warranty claim is resolved.
Thank you for choosing Ascend. We are here to ensure your fitness journey is smooth and satisfying.
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