Trojan

My Dad purchased a treadmill from Makro a couple weeks ago.Treadmill is not working and we were told to contact Trojan for callout. I have called, emailed repeatedly since last Thurs. Even spoke to manager but I still haven't even received a reference number to say call out has been logged. On a specific day I made 11 phone calls. Still nothing. My dad had a slip disc, sciatica and is diabetic. He is 81 years old and needs to exercise. He still can't use this treadmill and Trojan isn't responding