Faulty Product coupled with Poor Service - Consumer Complaint for MAKRO - Head Office

18th Jan- purchased a Trojan treadmill from Makro Carnival
19th jan- it was delivered and after set up we realised the console was not working.
We contacted makro and were told we should call Trojan to have a technician to sort it out... not our fault that it was defective yet it is our responsibility to call a technician... we drove to makro and asked them to sort it out or refund us. The manager present for the Department told us it's not that simple to return we need the technician to report on what is wrong before action can be taken. We walked out accepting that they would be trying their best to resolve this matter(which I believed they were doing well with until recently), The back and forth and the sheer lack of care that this situation has been handled with is absolutely atrocious. It is now the 30th of Jan... after many many calls and emails and attempts to sort this out we have not received feedback when we were told we would... we DON'T WANT A REFUND anymore we want a machine that is working! Especially since it was purchased at a sale price. Why is it so difficult to exchange a machine? Why all the inaccurate information? Why the delay? We are tired of being sent automated responses and having people call us to tell us that they apologise for the inconvenience and are working to sort this out ASAP yet... here we are still waiting for our machine to be exchanged and no follow-up after we were told they would keep us up to date on the progress? We really enjoy sitting with a treadmill we can't use... Great job Makro.