Suito mechanical problem - will Elite help?

[duncanmcnair314]

I've got a Suito which is nearly 4 years old, so it's out of warranty. When I started using it again last autumn the power seemed off. It consistently read low by about 20% compared to my outdoor power meter, but I just used it anyway.

Around Christmas the power went off in the opposite direction. I could put out 400+ watts with easy spinning. Yesterday I rode with the myEtraining phone app, because some people have said that can fix problems For the first 5 minutes it reported 28 watts when I wasn't turning the pedals and easy spinning got it up to 600 watts. My FTP is probably in the low 200s.

After about 5 minutes the Suito just seized up. Now I can barely turn the pedals at all, and when I do there's a mechanical scraping sound from inside the trainer as the flywheel turns. This looks to me like a mechanical fault.

Given the machine is out of warranty, will Elite do anything to help fix it? I've logged a support ticket but haven't heard back from them yet -- how long will they usually take to reply? I don't want to lose any more training than I have to, and if the trainer is defunct I'll just have to buy another one, but it would be silly to do that if Elite can get it working again.