I own the Eclipse---snaps and hurts knees when riding

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Aloha--I ordered the Eclipse from Bikewerx--Mililani Oahu, Hawaii. From the moment I received it, the clip to release has given me trouble. It doesn't easily open or close, and is still very difficult to fold down. Which is one of the main reasons I bought it. They offer me no guarantee or service on this unit. I am 5'9" and weight @ 200 lbs. This unit is supposed to be OK for my size and weight. But, since riding it more regularly---each time I ride--the elliptical part of the strider--snaps each time, and hurts my knees. Is this an error in design? IS there someway it can be adjusted. Will you work with Bikewerx to get me the help I need ? I paid $900 plus dollars for a unit that hurts me. I don't have knee problems, but this is giving that to me. I am about to leave for a 30 days vacation, and would like to deal with this when I return in mid October. Please email me or call me ASAP to know what to do. (808) 729-7008. sunnyc8@gmail.com Thank you! SUNNY