send them a certified letter, and hold on to the signed part. that proves that someone received it. be sure to keep a copy for yourself.
address it to the person you spoke to. very important that you do that. nail down exactly what was said and what your answers were. repeat that your time is up very soon and this has to be resolved to your satisfaction before then. if they don't have a dealer or mechanic near you, they'll have to get someone there, or take it back. if they gave you a guarantee or warranty then the problem should be theirs, not yours.

i'm not saying that they'll do it, but don't let them diddle around and then say too late, too bad. keep a good record of the fact that you brought a complaint to them in good time and they were aware and said they were working on a resolution.

keep names and dates. you may have to refer to them later. make copies of everything you said here on the forum. it's like keeping a diary or journal, and it's dated. you're talking about an expensive piece of equipment and they should give quality for the price. sometimes a good manufacturer makes a lemon, it happens, but they don't always want to admit it. especially when they deal with a woman.

i hope it all works out for you.

Debbie, I sent you a PM. Please let me know if there is anything else I can try.

Butterflywing, they have been very willing to help, just none of their suggestions are fixing the problem. I have requested a return voucher for the machine this afternoon. I should hear back from them tomorrow. I have all the e-mails and have kept a log of the contacts. Learned the importance of that the hard way.

Thanks for the suggestions everyone. I'll let you know what happens.