Faulty screen on crosstrainer, what to do??

pimento

I recently bought a cross trainer from a sporting equipment store in my local town. It's a large and expensive item so I paid using my credit card 
It was delivered and we put it together. The screen doesn't display the same as the one I tried in the store, the contrast is way too bright making the lights and letters very difficult to see.
I called the shop and they advised me to contact the manufacturer which I did using the email given. I sent photos. 
I was advised to adjust the contrast in the settings but this didn't work and the screen remains not suitable and I think there's a problem with it.
The manufacturer emailed me today to say that in their opinion, having looked at my photos, the contrast is within tolerance.
I'm not happy with this. It was an expensive piece of equipment (£1700) and I think it should look like the one in the showroom.
How should I proceed?

pinkshoes

Go back to the store and measure the brightness of the display one using a phone app then compare it to yours?

Are you sure it didn't seem dimmer in store because of the store lights?

A screen being "too bright" is subjective and not a reason to reject.

ThumbRemote

pinkshoes said:

Go back to the store and measure the brightness of the display one using a phone app then compare it to yours?

Are you sure it didn't seem dimmer in store because of the store lights?

A screen being "too bright" is subjective and not a reason to reject.

While I agree with the first two lines you wrote, I don't agree with the third. If a screen is significantly brighter than the display model (as the OP suggests it is) then that is an objective measurable difference, not subjective. 

The consumer rights act section 13 says "the goods will match the sample except to the extent that any differences between the sample and the goods are brought to the consumer’s attention before the contract is made". 

The goods purchased do not match the sample. The OP is entitled to reject. 

Aylesbury_Duck

How long ago is "recently"?

I'd reject it formally, and either insist on a replacement or an alternative model.

It's not something like a special "display program" they have in-store that you can't access, is it?  Not that that changes your rights, but it would explain the difference.  TVs have a store display setting to make them look their best in a bright retail environment.

pimento

Recently is purchased on the 3rd of March and delivered on the 10th of March.

pimento

Aylesbury_Duck said:

How long ago is "recently"?

I'd reject it formally, and either insist on a replacement or an alternative model.

It's not something like a special "display program" they have in-store that you can't access, is it?  Not that that changes your rights, but it would explain the difference.  TVs have a store display setting to make them look their best in a bright retail environment.

No, brand new and full price. The blue background screen in the one in the shop had a plain blue screen with white led lights and mine is more pinky purple and you can see all the unlit led lights. 

Here's an image from their web site

https://images.app.goo.gl/7BRFYMBKCPebEdF67

pimento

I tried the one in the shop out. I was there with my PT, he helped me choose it. It was delivered on March 10 and we put it together on March 15. I immediately emailed the shop on that date when I realised it wasn't right.

Here's what my screen looks like.

https://drive.google.com/file/d/16capGxhWqS0ctCqq8u1eTIem3molZyRd/view?usp=drivesdk

When I go into the settings menu to adjust the contrast and brightness it doesn't change hardly at all.

pimento

I know I have 30 days to reject it but unfortunately, I went on holiday on march 17 and won't be back until April 1st. Am I in time?

I'd be happy if they just offered to replace the screen console (it comes separately) because the machine weighs 98kg and the packaging is filling my garage.

Manxman_in_exile

Depending on the precise timings you may or may not be within the 30 days.  (You could just contact them now and say you're rejecting it)...

... BUT - in order to use the short term (30 days) right to reject, you still need to show that the item (console) has a fault anyway - which it sounds like you can't actually establish at the moment.  You could still reject it within 6 months if you can establish a fault, and the retailer can then choose to repair or replace or refund.  The only advantage of the 30 day right to reject is that you can demand a full refund, but you may not want that.  (If I've got any of that wrong, I'm sure others will correct me!)

If the console comes separately, can't you (or you and your PT) remove it from your trainer, go back to the shop and see if they will attach it to one of their display models so that either (i) you can demonstrate the fault to them, or (ii) you can see it's no different from the display model?  How practicable that is and whether the shop would be happy to accommodate you, I don't know, but I see no harm in asking... 

pimento

That's an excellent idea Manxman.
I really like the trainer so don't want a refund but the state of the screen is a deal breaker for me.
I think I'll email the shop again and ask if I can bring the console in for testing in their display model. They surely can't refuse me that.

Could you see my picture of my screen?

TELLIT01

To be honest, from the initial post I thought the OP was just being picky.  Having seen the photo of the screen I can understand why the OP is so unhappy. That screen looks unusable to me.