Help with company refusing

Kirstymc89

Hi, I received an exercise bike from powerhouse fitness on the 8/1/2021, on building it that night the left pedal was fused to the nylon nut, so phoned customer service which took quite a while to get through! The man advised me he would sent over forms to fill out the fault and resend them back with pictures of the pedal! ( thought what a faff but needs must) so done all that by the 11/1/21 no reply so emailed again and then got reply saying they could not open the forms but got the pictures!! So I phoned them again and same person I spoke to said I would have to fill out these forums he could not do it for me, and cannot go forward ! When explained that my computer documents must not be compatible with there’s basically he said there’s nothing he can do and go to a family members that could ( great advice during a pandemic) asked if I could do via my iPhone he said yes but he couldn’t advise me how you do it!! So resent documents but no reply...nobody answering phones....live chat just cuts you off!! I paid via PayPal! Any advice on what or where to go would be greatly appreciated thanks 

pinkshoes

I think I would be writing to reject it as faulty and asking them to collect it and refund!

As you paid with PayPal open a dispute for a faulty item (not as described??) and see what happens. 

theonlywayisup

pinkshoes said:

I think I would be writing to reject it as faulty and asking them to collect it and refund!

As you paid with PayPal open a dispute for a faulty item (not as described??) and see what happens. 

What will happen is that Paypal will require the OP to return the item at his/her expense.  Whilst there is a returns on us scheme, it only covers £15.

I would try and persevere with the company.  Explain you are rejecting it.  

MattMattMattUK

What is the format of the document you have been sent, how are you filling it in, how are you saving it and how are you returning it to them?

peter_the_piper

Maybe fill in the form, photograph it and emailit to them, job done.

Kirstymc89

MattMattMattUK said:

What is the format of the document you have been sent, how are you filling it in, how are you saving it and how are you returning it to them?

Libre office, sent via email from computer and via phone I also printed it out filled it out by hand then took a picture and sent it To them 

born_again

Ask them what formats they can accept, would be a good starting point.

PDF is a good format to send stuff in.

isplumm

Kirstymc89 said:

MattMattMattUK said:

What is the format of the document you have been sent, how are you filling it in, how are you saving it and how are you returning it to them?

Libre office, sent via email from computer and via phone I also printed it out filled it out by hand then took a picture and sent it To them 

If you have Libre you should be able to save as a PDF.