Go Trading Standards/ Dealer/ Factory all copied in by Recorded Delivery.
Your friend has already tried the polite approach it's time to seek legal advice now.
Goods not fit for purpose.
I wish him all the luck in the world and hope he gets a response soon, the problem with these situations is that if handled badly by the company/supplier they instantly remove any pleasure from the situation.
Lets face it that's the only reason we buy them.
