I ordered a Model D rower that was delivered a couple days ago. Out of the box it had a vibration/shutter on the drive stroke. I spoke to Will on your tech support team and he was SUPER helpful. It sounds like an out of balance flywheel. He is shipping a new one today.
I am a firefighter and we have older model machines at each of the stations in my department. When I decided to get one for home use I went with you guys because of my experience with your machines, and their reputation. However I want to say THANK YOU for the customer service Will gave today. You don’t always get that these days and it is because of that I will continue to be a happy customer and certainly recommend your machines to anyone in the future.