My husband and I purchased a Proscenic Q8 for my mother-in-law, who is nearly 81 years old. We were able to set it up as a present for her, and it worked for about a day. After that, it began showing multiple malfunction errors. One of the main issues was a problem with the wheels, and the back section where the rubbish collects was not properly connected, which caused repeated errors. The machine frequently got stuck in corners and simply would not move.We contacted the company requesting a refund, as it was clear the machine was faulty. However, they said we would need to pay for the return postage. This is completely unfair, as my mother-in-law cannot troubleshoot the machine, and the fault is clearly with the product.Despite providing screenshots and demonstrating the problems, the company refused to provide the return address so we could send the machine back. We agreed to pay the return postage just to recover some of the cost, but even this simple request was denied.We feel this is unreasonable behavior and will be raising a claim through PayPal, as the company seems unfamiliar with UK consumer rights. This experience has been frustrating and disappointing, especially given that the product was meant as a gift for an elderly family member.
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