Ouch! We are sorry we did not know about this problem until the review to have an opportunity to rectify the problem and equally sorry for any misinterpretation in our dispatch advice which may have given our customer the impression there was nothing they could do. We always want to know as soon as possible if there is a problem and always endeavour to resolve it. We would never adopt any sharp practices to "get out" of any issues arising - indeed we strive always for best practice and best customer service. The reported problem has now also been amicably resolved. In the light of how our dispatch advise was interpreted on this occasion, we have amended it to avoid any similar occurrence.