NOT A TROJAN HORSE - NO SERVICE TROJAN

I have a Treadmill TR500 which is supposed to be under guarantee. It stopped working two weeks ago and I took the matter up with Trojan. They took down all the details and wanted pictures of the product and serial number which was all emailed to them the same day I reported it. Call ref VJ***.

So that is where things ended. I was supposed to get a call from a technician within 3 to 4 workdays. Never happened. Tried calling but keep getting the message they are busy, so please leave a message. Did that earlier this week. Still nothing.

So is the next best thing to just take it back to Game and ask for a refund but they say they don't do that or get Game to send it back to Trojan. Trying this before I start going onto social media about their service.