First, yet again, can I ask anyone with a service issue to please contact me directly in the first instance, as outlined in the Sticky at the top of this section. This is normal protocol when joining a new forum.

I cannot comment directly on the circumstances here yet, as I'm not in the office this week. But I'll do my best to find out, and respond to the customer directly. I'll report back here too in due course, as always.

Meanwhile, I'd be grateful if other forum members could refrain from gratuitous rudeness at the very least. I honestly find words like 'unscrupulous' quite offensive. As any regular member will be aware we strive very hard to work to the very highest customer service standards. Like any supplier we do make occasional mistakes, which we always strive to put right to the best of our ability. But we never ever ignore customer communications, and in every such case of complaint it transpires that messages have either not reached us or that the customer has failed to receive our replies, through reasons outwith our control. The customer's frustration in these circumstances is understandable. But I would ask for the opportunity to conduct a proper investigation before further mud is slung. Please.

I'll reply further when I can.