High Street TV
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£500 Rowing Machine which Lasted 19 Months and Broke - HighStreetTV Aren't Interested
I purchased a New Image FITT Rowing Machine from this company back in January 2024. The RRP of this item is £499.99 and I paid £439.99 with a coupon through Klarna. I wanted a rowing machine which has smart features so I could use with my smart phone. I have used the rower for the last 19 months around 2-3 times per week, very enjoyably. Then this week I was rowing and heard a clunking sound during a workout and then an immediate freeze of the rowing band to the handle - completely frozen and wouldn't move, with an associated burning smell. The rower has completely failed. I am aware that this rower has a 12 month warranty, however I contacted HighStreetTV as a premium rower like this should last beyond 19 months before completely breaking. To be clear, this rower has always been stored and used in accordance with the directions. They contacted me back and their response was as follows: "Thank you for your email and I am sorry to hear this. Unfortunately, as this was purchased on 06/01/2024, this is now outside of the 12-month warranty period and is not eligible for a replacement. I’m afraid we do not offer a repair service either. I apologise for the inconvenience. " There was no offer of even a partial refund. This is a RRP £500 machine which has lasted 19 months and critically failed. HighStreetTV has provided a standard warranty reply and offered no resolution. I am genuinely appalled by the response I have received which essentially states it's out of warranty so there's absolutely nothing they will do. HighStreetTV - I understand this product falls outside of the 12 month warranty. But there is a reasonable amount of time a premium product (as you sell it) should last. A rowing machine like this should last many, many years - not 19 months.