Makro Cape Gate poor after sales

Purchased a Trojan 1200 spinning bike on the 14/11/2021 after a few days it made a knocking sound a day later it started making a grinding noise. Notified customer service immediately by email on the 19/11/2021 ref ***. The reply email said I need to disassemble the bike and return it in it's original packaging within 14 days to be assessed before exchange or refund. I returned the Trojan on the 27/11/2021 within 14 days. I've been told by the returns manageress Makro Cape Gate don't refund Trojan products the 14 days doesn't apply and I must contact Trojan and have it repaired. I told her I tried to contact Trojan but they not answering and when I do get through the call gets disconnected. She told me she will contact Trojan on the 29/11/2021, two days later I never receive any response from her yet. I expected Makro Cape Gate to keep the Trojan spinning bike and send it in for assessment and give me the option of a refund or exchange. I feel Makro Cape Gate aftersales is poor in the way they handled my case, I purchased this unit from Makro Cape Gate not Trojan now i'm sitting with a product I spent R4299.00 and unable to use.