VP
Vanessa P

1 reviews | Active since Sept 2010

23 Oct 2017, 08:54

Refusal to exchange faulty equipment

I purchase a Trojan stamina 320 treadmill from Game store in Trade Route Mall in November 2016. I am the only person who uses the machine and I use it on average 3-4 times a week for 20 mins a day. The machine was giving me problems two months after purchase. I contacted Trojan who dispatched their service provided M5 Services to come out to assess problem and repair. Not too long after this I had the same problem. Again I followed procedure and called Trojan - a technician was sent to repair. About 4 months passed and again something was wrong and I called Trojan once more. The technician came out and replaced the motor and some other part. I found this strange that the motor packed up and the machine wasn't even a year old. Two months later I experienced the same problem. This time when I called Trojan I requested that this machine be replaced. its not normal for a machine to be giving such problems at this early stage. when I called Trojan - explained my situation - the agent enquired as too how often I use the machine as this could be a factor - I was dumbstruck- so I purchased a treadmill that mustn't be used or not used that often???? he also informed me that Trojan cannot replace the machine , they only repair and I should contact Game. Game in turn told me they dont replace - Trojan is the one who can replace it. everyone is passing the buck here . I spoke to the technician from the service provider M5 services and he agreed that the machine is giving way to much problems at this early stage and its not normal. My guarantee will be up in November 2017 and im sitting with a dud machine that will probably give up soon and I will have to keep paying out of my pocket to have this dud repaired on a continuous basis. Everyone is passing the buck and no one wants to replace this machine. I always purchased Trojan Equipent BUT I will never again and I will never recommend them to anyone else!!!!! what a *******!!!!!

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Replies (1)
M5 Sports Group
M5 Sports Group's reply23 Oct 2017, 12:31
Official

Thank you for taking the time to give us feedback. We are always appreciative of any constructive criticism. I believe our National Merchandise Manager ( Jan Mare) has been in contact with you personally. Please accept our sincere apologies and continuing commitment to upholding the best customer service