Formal Complaint and Urgent Resolution Required – Trojan Power Gym 2.0

Dear Trojan

I am writing to formally raise a complaint regarding the Trojan Power Gym 2.0, purchased from Makro on 4 September 2025 for R6,299.10.

We were extremely excited about this purchase, especially as all other equipment in our home gym is Trojan-branded, and we have always trusted the quality of the brand.

We arranged for the Trojan technician supp**** by Makro to install the machine. From the very first workout attempt, it became clear that the machine is completely unusable. Even with no weights loaded, the movement is excessively tight and resistant to the point that none of the exercises can be performed.

For context, my husband has been training six times a week for over 20 years and can bench press 200kg. Even for him, the machine is impossible to use, which clearly indicates a serious mechanical or design issue.

A call was logged with Trojan on 11 November 2025. The same technician who installed the unit was sent out to inspect it. He confirmed that the setup was correct and, while at our home, conducted a video call with a senior representative from the Johannesburg head office to demonstrate the issue in real time. Despite clearly seeing that the machine cannot be used, we were told that “this is how it comes” and that nothing can be done.

This response is completely unacceptable for a product at this price point.

To further investigate, we visited Makro in-store and tested another Trojan Power Gym, as well as the larger Trojan model (which unfortunately cannot fit into our garage). These machines were significantly smoother and far easier to use, confirming that the issue appears to be specific to the Power Gym 2.0 model or our unit.

At this point, the machine has been unused for months, despite being brand new, and we are extremely disappointed with both the product performance and the response received.

We are therefore requesting one of the following, urgently: 1. A suitable replacement with a machine that functions correctly and smoothly, or 2. A full refund of the purchase price.

We will not accept a response of “it is what it is.” This matter needs to be resolved promptly, as we have been without usable equipment for an unreasonably long period.

Please treat this as an urgent complaint and advise on the next steps as soon as possible.

Kind regards,