Faulty Treadmill Rejected Chargeback

genericuser75

Hello,

I purchased a Treadmill from a well known online retailer, and this was delivered in May 2020. I set the treadmill up but found that it produces static shocks. I contacted the Retailer and they opened a case with the manufacturer. 

Long story short. Five months passed of me sending dozens of emails to the manufacturer (the retailer wasn't offering any solutions), spending hours on the phone. It got the the point where I asked both to either fix it give me a refund.

The retailer said they can only get a refund if the manufacturer agrees (presumably so they don't have to pay up), but the manufacturer said because a number of months have now passed, I am obliged to let them fix it. However they couldn't fix it straight away because it needs parts which are not in stock (and not even in the country).

I contacted my Credit Card company and asked them to progress via Section 75 as I would like to get a refund. They proceeded under a chargeback system where I had to submit all my evidence (which I did) - cue 45 day wait for retailer to reply, the retailer replied to the credit card company stating I have rejected their offer of help.

So strictly speaking the Retailer never offered a resolution, only the manufacturer did (i.e. fixing when parts arrive), and they couldn't because they don't have the parts needed anyway - but I said I would rather have a refund - and I have given them five months to resolve this. 

So the Credit Card company rejected my case for chargeback. So I am back to having a faulty device, the retailer doesn't respond to my emails and you can't get through to them over the phone. I have been waiting for 2 months for the manufacturer to get back to me, and now the credit card company are not interested either.

Any advice please. Really don't know where to turn now

DiddyDavies

I would suggest contacting your credit card issuer again and insist that they send you the required paperwork to enable you to open a S75 claim, making sure that you specify that you are not interested in anything to do with a chargeback.
If they do this then complete and submit the paperwork and take it from there but if they refuse, ask them to put this refusal in writing to you then raise a complaint with the Financial Ombudsman Service:
Contact us (financial-ombudsman.org.uk)

pinkshoes

Static on a treadmill is really common. Have you gone through all the methods of reducing static?

https://livefit.com/blogs/livefit/5-easy-tips-to-stop-static-electricity-in-treadmills