Reserved online, bought in-store

scottish_worker

I bought a Tacx "smart" indoor cycling trainer from Halfords in November ast year.

Item was reserved online as "click & collect" ie I ordered it through the Halfords website for delivery to my local store, I then collected and paid for it at my local store.

The item is now faulty and does not work.
I've contacted the Tacx support dept and followed their advice to try and fix the problem, without success.

It seems the problem with the trainer is well know and fairly common with a few different models of the Tacx trainer, according to their own Support Forum and a Google search.

Advice from Tacx was to take it back to the retailer.

As it's over 6 months since I bought the item, and as it was reserved online and paid for in-store what are my options with trying to return it to Halfords?
Or pursue the issue with Tacx who made the trainer?

Fosterdog

Contact Halfords first and see what they say. They can insist on you proving the fault but it doesn't mean that they will, they may just get it repaired, replaced, or refund it for you (possibly partial)

neilmcl

The method of purchase is irrelevant in terms of dealing with a faulty item in this case. Contact the retailer as it is them that you have a contract with, not the manufacturer. As it's over 6 months Halfords may insist that you prove the fault is inherent to manufacture and not down to wear & tear or misuse.

What exactly is the fault?

scottish_worker

Thanks for your replies.

The fault is that the LED on the trainer is a constant amber (should be green), and there is no communication via Bluetooth or Ant+.
It also made a very odd sound just before it stopped working.

This indicates either a firmware issue or a fault with the electromagnetic brake (the trainer communicates wirelessly to a PC and will adjust the difficulty according to the virtual "terrain" on the PC).

Having tried the Firmware fix suggested by Tacx it leaves the electromagnetic brake as the problem, which is a hardware issue and will most likely need replacement.

As I said, it seems to be a not uncommon problem on this model of Tacx trainer.

Fortunately I still have the original packaging and receipt ftom Halfords.

bris

It will still be under warranty so I would expect Halfords to deal with it. Can't really see you having a problem here tbh unless they believe you damaged it but it doesn't sound like a fault that could be user inflicted.

scottish_worker

Just to update this topic.... I took the trainer into Halfords yesterday and they have ordered a replacement which I pick up next week.
No questions, no hassle. I even took with me copies of the emails from the manufacturer Tacx in case they questioned the fault, but no, they were very accommodating.

Thanks for the advice folks!