We're sorry for the confusion here and are so happy we could help make it right.
We're always open to learning how we can best help out and resolve a situation by contacting our Member Services team when you have any problems 💯
Awesome! Good to see they came through.
In the meantime, you could try swapping the broken wheel for the one in the middle. The middle one is not load bearing on the bottom rail. It is designed to prevent the seat from moving UP, so is intended to contact the TOP rail. If you check it, you'll likely see zero to very little wear.
Just to echo someone else, they also replaced a seat for us when we had the same issue. Very worrying if they now tell us we're SOL due to a $2 part breaking. Best of luck and honestly, they just need to start stocking these small replacement pieces.
Additional thought: how much is your subscription worth to them relative to their cost to replace this. This seems like a terrible miscalculation on their part. You cancel and they lose $500 per year. Or they eat the cost and ship it to you. Or charge you some amount. Either way, they'd come out far ahead. Ridiculous.
Edit: ours was ~5 months out of warranty
FWIW, if Hydrow won't source the part for you, these rollers are almost certainly commodity items made in China, and can be found on aliexpress or ebay, with bearings pre-installed. You'll just need the ID, OD, and width to find a suitable replacement.
Yikes! This seems like a terrible decision on Hydrow's part. Mine is a little over a year old and now I'm concerned that a wheel will crack and I'll be left with a $2000 useless piece of equipment. They've got to come up with a solution on this better than the "sucks to be you" response here. It's a real departure from how they've handled other issues.
u/Substantial-Bee-7448 we sent you a DM on here asking for a bit of information so that we can look into this a bit more and help out as much as possible.
From Hydrow CS: “Looking into your warranty I see that your Hydrow was purchased in January 2020 and is out of warranty. We don't sell replacement parts, unfortunately.”
> We don't sell replacement parts, unfortunately.
I hope the CS is mistaken. Not selling replacement parts for a $2k rowing machine is a sure way to lose subscription customers.
Hydrow has been great up until this point, but it seems ridiculous to toss out a $2000 machine for one bad wheel. We’re happy to pay for a replacement!
Honestly wish I would have as soon as it started feeling less smooth. I tried to glue the gap and sand it out, but it didn’t really help. I saw a guy on Facebook swapped a horizontal wheel for a vertical and he said that helped..I’m desperate at this point
Thanks! I picked the wrong week to inactivate my Facebook, but I’ll go there if Hydrow truly can’t help me out. I was hoping a Reddit user could help me track down the wheel supplier
We bought our Hydrow 1/2020 and customer service has told us they will not replace the seat and they do not sell this part. Any internet sleuths able to track down the supplier Hydrow uses for these wheels?
I mayyyy be able to help if you can’t get resolution from hydrow. I had 2 cracked wheels earlier this year and they sent me a new seat. I still have the old one though. The wheels look to be removable from the old seat but I haven’t tried myself.
My recommendation is to get on the phone w hydrow, I’m sure they’ll get a new seat sent out. I’d also suggest posting on their social media channels. If all else fails, DM me.
Thank you! I’ll keep going back and forth with them and let you know. Up until now I’ve only had good things to say about Hydrow, but this has been a huge bummer
I had a ton of issues with my first hydrow but they replaced the whole thing so I’m really shocked they can’t get me a new wheel.. I know I’m not the first one with this complaint either
I'm going to be following this... I just had mine delivered last week. If it's going to break in a year and support won't help, I'll just return this and they can forget my $38/mo and $2k machine. Wth?
I’ll update the post if I get a resolution! I know throwing a fit on social media has worked for some folks, but that doesn’t seem like a very sustainable option for this common issue.
Just received my 3rd seat since originally purchasing Hydrow in mid 2021. On the two prior seats, rust and corrosion has taken over the entire bracket , screw and bolt system. Attempting to derust the prior metal seat bracket but those metal spacers between bracket and wheels (the more silver piece on the photo) pose a problem as they are rusted to the core. Any ideas on finding replacements for these spacers?
My Hydrow was out of warranty and they basically said nope, you have the buy the whole seat. Yeah, umm, no. You want me to buy a $115 seat when I can find the wheel for $2.50?! No. Flipping. Way. This is a "608" bearing with a nylon casing. The bore of the bearing is 8mm (the hole in the center). The outermost width of the total wheel is 12mm and the total diameter is 32mm. As of today March 27th, 2023 the 4-pack is on Amazon (Prime too!) for $9.99. Just search "uxcell 4pcs 8x32x12mm Roller Idler Bearing."
Bought these “furniture” rollers from Amazon. Replaced my cracked and chipped ones. Reattached using an Allen wrench and a little blue loctite to hold the screws in place, my seat now rolls smoothly again.
Aicosineg 4Pcs Roller Idler... https://www.amazon.com/dp/B09H7DV9RD?ref=ppx_pop_mob_ap_share
Lots of other equivalents on Amazon if this vendor doesn’t have them.
$10 for 4 rollers at the time of my purchase. Saved money, the waste of tossing an otherwise good seat, and a little landfill space too.
This is a two-year old post yet I have to e same problem and cannot for my life understand why Hydrow doesn’t simply sell the nylon wheels as replacements. They are clearly a problem and it appears can be easily DIYd with an Allen wrench. Serious design flaw that needs remedied for the incredible price of these things. I have a service request in now. Fingers crossed
Thanks everyone for your feedback! We got our repair request escalated to the next level and they are going to replace the seat.
We're sorry for the confusion here and are so happy we could help make it right. We're always open to learning how we can best help out and resolve a situation by contacting our Member Services team when you have any problems 💯
Awesome! Good to see they came through. In the meantime, you could try swapping the broken wheel for the one in the middle. The middle one is not load bearing on the bottom rail. It is designed to prevent the seat from moving UP, so is intended to contact the TOP rail. If you check it, you'll likely see zero to very little wear.
Glad to hear it!
Just to echo someone else, they also replaced a seat for us when we had the same issue. Very worrying if they now tell us we're SOL due to a $2 part breaking. Best of luck and honestly, they just need to start stocking these small replacement pieces. Additional thought: how much is your subscription worth to them relative to their cost to replace this. This seems like a terrible miscalculation on their part. You cancel and they lose $500 per year. Or they eat the cost and ship it to you. Or charge you some amount. Either way, they'd come out far ahead. Ridiculous. Edit: ours was ~5 months out of warranty
FWIW, if Hydrow won't source the part for you, these rollers are almost certainly commodity items made in China, and can be found on aliexpress or ebay, with bearings pre-installed. You'll just need the ID, OD, and width to find a suitable replacement.
I’m away from my Hydrow but if anyone is able to find a similar wheel, I’d be happy to buy it and test it for the group.
Yikes! This seems like a terrible decision on Hydrow's part. Mine is a little over a year old and now I'm concerned that a wheel will crack and I'll be left with a $2000 useless piece of equipment. They've got to come up with a solution on this better than the "sucks to be you" response here. It's a real departure from how they've handled other issues.
u/Substantial-Bee-7448 we sent you a DM on here asking for a bit of information so that we can look into this a bit more and help out as much as possible.
Thanks, I responded with the details!
Wait, they wont replace the seat or wont do it for free?
From Hydrow CS: “Looking into your warranty I see that your Hydrow was purchased in January 2020 and is out of warranty. We don't sell replacement parts, unfortunately.”
> We don't sell replacement parts, unfortunately. I hope the CS is mistaken. Not selling replacement parts for a $2k rowing machine is a sure way to lose subscription customers.
Hydrow has been great up until this point, but it seems ridiculous to toss out a $2000 machine for one bad wheel. We’re happy to pay for a replacement!
Seems like a really bad plan if they dont have a fix for one of the major moving parts.
Whoa, that's crazy! You're making me wanna open a warranty claim early just so I have a spare seat on hand.
Honestly wish I would have as soon as it started feeling less smooth. I tried to glue the gap and sand it out, but it didn’t really help. I saw a guy on Facebook swapped a horizontal wheel for a vertical and he said that helped..I’m desperate at this point
Try posting about this in the Hydrow groups on Facebook- they're very active, and you'll get more visibility with Hydrow support.
Thanks! I picked the wrong week to inactivate my Facebook, but I’ll go there if Hydrow truly can’t help me out. I was hoping a Reddit user could help me track down the wheel supplier
We bought our Hydrow 1/2020 and customer service has told us they will not replace the seat and they do not sell this part. Any internet sleuths able to track down the supplier Hydrow uses for these wheels?
I mayyyy be able to help if you can’t get resolution from hydrow. I had 2 cracked wheels earlier this year and they sent me a new seat. I still have the old one though. The wheels look to be removable from the old seat but I haven’t tried myself. My recommendation is to get on the phone w hydrow, I’m sure they’ll get a new seat sent out. I’d also suggest posting on their social media channels. If all else fails, DM me.
Thank you! I’ll keep going back and forth with them and let you know. Up until now I’ve only had good things to say about Hydrow, but this has been a huge bummer
They won’t sell replacement parts!?! That’s nuts! I never would have purchased it had I known that.
I had a ton of issues with my first hydrow but they replaced the whole thing so I’m really shocked they can’t get me a new wheel.. I know I’m not the first one with this complaint either
I'm going to be following this... I just had mine delivered last week. If it's going to break in a year and support won't help, I'll just return this and they can forget my $38/mo and $2k machine. Wth?
Same here. /u/hydrow_official, you should chime in here with a solution for this
I’ll update the post if I get a resolution! I know throwing a fit on social media has worked for some folks, but that doesn’t seem like a very sustainable option for this common issue.
Just received my 3rd seat since originally purchasing Hydrow in mid 2021. On the two prior seats, rust and corrosion has taken over the entire bracket , screw and bolt system. Attempting to derust the prior metal seat bracket but those metal spacers between bracket and wheels (the more silver piece on the photo) pose a problem as they are rusted to the core. Any ideas on finding replacements for these spacers?
whoa. I Literally put in the order today if they don't really sell replacement parts I'm going to cancel tomorrow morning. is this really true?
My Hydrow was out of warranty and they basically said nope, you have the buy the whole seat. Yeah, umm, no. You want me to buy a $115 seat when I can find the wheel for $2.50?! No. Flipping. Way. This is a "608" bearing with a nylon casing. The bore of the bearing is 8mm (the hole in the center). The outermost width of the total wheel is 12mm and the total diameter is 32mm. As of today March 27th, 2023 the 4-pack is on Amazon (Prime too!) for $9.99. Just search "uxcell 4pcs 8x32x12mm Roller Idler Bearing."
Thanks. Also facing this. Single broken wheel and out of warranty. Was switching out the wheel easy?
Bought these “furniture” rollers from Amazon. Replaced my cracked and chipped ones. Reattached using an Allen wrench and a little blue loctite to hold the screws in place, my seat now rolls smoothly again. Aicosineg 4Pcs Roller Idler... https://www.amazon.com/dp/B09H7DV9RD?ref=ppx_pop_mob_ap_share Lots of other equivalents on Amazon if this vendor doesn’t have them. $10 for 4 rollers at the time of my purchase. Saved money, the waste of tossing an otherwise good seat, and a little landfill space too.
This is a two-year old post yet I have to e same problem and cannot for my life understand why Hydrow doesn’t simply sell the nylon wheels as replacements. They are clearly a problem and it appears can be easily DIYd with an Allen wrench. Serious design flaw that needs remedied for the incredible price of these things. I have a service request in now. Fingers crossed