Help with Isme.com

mikeyboy1980

Hello,

I hope someone can offer me some help and advice as to how to tackle a problem I am having with Isme.com

In January this year I purchased a Pro-Form branded treadmill from isme.com, I am purchasing this on interest free.

After four months of fairly light use, the treadmill quickly developed a fault, basically after five or so minutes it just stops dead, resulting in the user potentially flying-off! It sounds amusing, but trust me when you are going fairly fast and it suddenly stops it's pretty scary!

I reported the problem to isme.com, who in turn asked me to contact the manufacturers telephone helpline. I have rung this number four times and each time get fobbed off with "read your user manual" the helpline goes to an international call centre somewhere, on a very crackly line, and it's getting silly now.

I tried the number again yesterday and now officially give up (yes, you guessed it, refer to the manual!)

I have tried to approach the situation with isme.com and they are now saying it's down to the manufacturer to sort this problem out, as the item is outside of the 28 day approval window.

The unit really is dangerous and I do not consider it fit for purpose. The treadmill wasn't a cheap version, the total cost is circa £500! I would not expect, nor would anyone on the street, that a £500 treadmill should stop working with a dangerous fault after four months of light domestic work! (When I say light work, I am talking 20 minutes, twice a week so nothing at all!)

Can someone help me,.... Does the buck stop with isme? When I call or email them I really am not getting anywhere. I want the unit returning and a partial refund, as the equipment isn't suitable for purpose.

Are there certain laws I can quote isme.com? Do I send a letter before action?

Thanks in advance for your help
Mike

wealdroam

mikeyboy1980 wrote: »

Hello,

I hope someone can offer me some help and advice as to how to tackle a problem I am having with Isme.com

In January this year I purchased a Pro-Form branded treadmill from isme.com, I am purchasing this on interest free.

After four months of fairly light use, the treadmill quickly developed a fault, basically after five or so minutes it just stops dead, resulting in the user potentially flying-off! It sounds amusing, but trust me when you are going fairly fast and it suddenly stops it's pretty scary!

I reported the problem to isme.com, who in turn asked me to contact the manufacturers telephone helpline. I have rung this number four times and each time get fobbed off with "read your user manual" the helpline goes to an international call centre somewhere, on a very crackly line, and it's getting silly now.

I tried the number again yesterday and now officially give up (yes, you guessed it, refer to the manual!)

I have tried to approach the situation with isme.com and they are now saying it's down to the manufacturer to sort this problem out, as the item is outside of the 28 day approval window.

The unit really is dangerous and I do not consider it fit for purpose. The treadmill wasn't a cheap version, the total cost is circa £500! I would not expect, nor would anyone on the street, that a £500 treadmill should stop working with a dangerous fault after four months of light domestic work! (When I say light work, I am talking 20 minutes, twice a week so nothing at all!)

Can someone help me,.... Does the buck stop with isme? When I call or email them I really am not getting anywhere. I want the unit returning and a partial refund, as the equipment isn't suitable for purpose.

Are there certain laws I can quote isme.com? Do I send a letter before action?

Thanks in advance for your help
Mike

I guess you haven't yet read MSE's Consumer Rights guide.

Particularly this bit:

Know who's responsible

When returning items, beware shops trying the oldest trick in the book: saying they're not responsible for the shoddy goods and you must call the manufacturer. This is total nonsense!

If a company fobs you off by saying “go to the maker instead”, it's wrong. It's the retailer's job to sort it.

It doesn't matter if it's an iPod from a high street shop or a designer frock from a department store. If something's broken, torn, ripped or faulty, the seller has a legal duty to put it right as your contract is with it.

The law you need to quote is The Sale of Goods Act 1979... but it's all discussed in that guide.

Their How to Complain article will also be useful.

How did you pay for the thing? By debit card or credit card or something else?

Ah... just noticed you paid by interest free credit.
Whoever supplied the credit is equally responsible for performance of the contract, so if you get nowhere with the seller, seek a resolution from the credit supplier instead.
See MSE's Section 75 article for details.

mikeyboy1980

Thanks Wealdroam,

I'll have a read of that guide now.

The treadmill went onto my isme.com buy it now, pay later account with them. I have paid off about £150 of it already (it's still interest free as long as paid by next Jan.)

Thanks again