If you have recently received an email and have any questions, you may find answers later in this article.
The following e-mail was sent on 08.08.2024 to all affected customers:
Dear studio,
We would like to inform you that some of your EGYM products will reach the end-of-life phase in January 2025. From the start of this phase, we will only be able to provide technical support for your EGYM machines to a very limited extent and for a certain period of one year.
Background to the EGYM product phases
All EGYM products go through different phases within their product lifecycle:
End-of-Life (short: EOL): Upon notification of this phase, we will only provide technical support for the affected product for a limited period of time and resources available to us.
End-of-Support (short: EOS): At the beginning of the EOS phase, we completely cease technical support for the respective product.
Which of my machines are specifically affected by the end of support?
All machines with a production date before the end of 2016 and WITHOUT a freeFLOW sticker will enter the end-of-life phase from January 2025 (see picture). The production date of the EGYM machines is located at the bottom of the frame near the power connection.
What options are available to me?
Option 1: You will keep your current machines, but, starting 01.01.2025, you will only receive very limited technical support from EGYM customer service for your machines. However, there is a risk of being able to react in certain service cases due to spare parts no longer being available.
Option 2 = Our recommendation: You exchange your current series for a new EGYM series at attractive terms - the new series is even more powerful and of course comes with full warranty & services over the coming years. The exclusive offer is only valid until the delivery date of 31.12.2024. You will receive more information about the offer in a personal exchange with your concept consultant.
The following are some questions and answers that might help you:
Question: If I have multiple product generations in my club, do they all have the same lifecycle schedules?
Answer: No, basically each generation follows its own life cycle schedules this can be recognized by the production date.
Question: Is the EGYM device software still supported and maintained (e.g. through security updates)? If so, for how long?
Answer: For security updates yes, separate announcements will be made based on the current analysis of the product owner regarding functional software. This is also always dependent on the possibilities of the respective installed technology
Question: Are wearing parts such as upholstery or handles also affected by lifecycle policy?
Answer: No, as all these parts are shared with the older generation, they are still available.
Question: Will there be support for functional (software-related) problems with the devices?
Answer: Support will be available for all functional (software related) issues. Whether problems are resolved is at the discretion of the product owner and the development team, as is the case today.
Question: What does "end-of-life" mean for my EGYM devices?
Answer: End-of-life means that after January 1, 2025, we will no longer be able to provide full technical support for your devices. This includes limitations on the availability of spare parts and the types of repairs we can perform.
Question: How can I determine if my EGYM devices are affected by this change?
Answer: Devices manufactured before the end of 2016 that do not carry a freeFLOW label are affected. You can find the production date on the frame of the device near the power connector.
Question: What options do I have after January 1, 2025?
Answer: You can continue to use your current device, but with limited support. Alternatively, we recommend upgrading to a newer EGYM model to benefit from the latest features and full support.
Question: What if I need a repair after January 1, 2025?
Answer: We will do our best to help you, but there is no guarantee that we will be able to repair your device due to the availability of spare parts and other factors.
Question: Why does EGYM do this?
Answer: As a technology company, EGYM strives to offer its customers the latest and most innovative products. This decision allows us to focus our resources on developing and supporting our newer product lines.
Question: What if I purchased my EGYM device from a third party?
Answer: If you have not purchased your devices directly from EGYM, we recommend that you contact the original seller for support.
Do you have further questions about the support end of your EGYM machines?
For questions about the future end of support, please contact our support team.
For questions about the exchange offer of your EGYM machines, you can contact your responsible concept consultant.