Chainsaws

Bought PoulanPro Chainsaw PP3416 by mail from Heartland America. Wouldn't start. Found that spark plug was dirty, small part melted from overheating, etc. It was obvious the chain saw had been used and abused. Called Heartland America whose service rep said PoulonPro guaranteed for 30 days. Called PoulonPro's service rep who said they give no guarantee for "used product" that we bought. E-mailed Heartland America to advise us how to send the product back for re-imbursement; they have not answered to date; What do we do next ?