Machine not working well, game wants to refund me?

I write this report with great disappointment for the store, I lodged a complinat last week about my treadmill rubber moving side to side, The store spoke to the M5 Technician and he told them I must get a stronger machine,???, And the Lady wanted to refund my Money back, I want a new Machine, I saw a Trojan 440 Cardio Machine, display because I enquired and the lady could not help she said I must pay R3000 more, I want that new Trojan Cardio 440 and I am not going to pay anything extra, Its not my fault game buys unsatisfactory products, I don't want my money back is this the way game treats customers, I want that machine and I am not going to pay anything extra