No customer service for product still under warranty

I bought a Trojan glide 500 from Game Cresta that started grinding and throwing metal dust within the warranty period. Take in account that at 49kg's I am far from the max weight range for this piece of equipment. I took it back to Game Cresta on 10 June and was informed that I have to contact Trojan to fix the problem myself. Loaded it back into my car and proceeded to contact Trojan health. I was informed by Keenan that I needed to send various documents and that a call will be logged. The process would take up to 5 working days. I immediately sent all the needed information and documentation the same day, but as yet did not hear anything back from them. I have sent numerous emails to Keenan, phoned Trojan again, but since the initial call did not even get a call referance back from Trojan health even though the second and third time I called I was promised that I would get feedback asap.