Customer service won it eventually!
Unfortunately the initial installer did not do a good job - He arrived late the first time and then asked to comeback on Saturday to install it in his own time. Saturday he was late again but when he did start installing, everything was rushed and he couldn’t work fast enough to get away asap. Consequently the fence panels had been blitzed through with his impact driver forcing the screws to split the wooden planks and damage many of them. I asked him to leave me some spare planks so I can change the damaged ones myself. Then he came to install another fence but this time there were far too many planks that were damaged and split. When I asked him to change the broken ones he became rude and angry arguing that this was normal and the wood is very dry so it splits. This is not correct and is a known fact of wood working that screws need to be fitted carefully and preferably pre-drilled so as to avoid splitting and damaging the wood. But he disagreed none the less with no reasonable explanation as to why and became angry/irritated and continued to force his impact driver while screwing everything as rushed as he could. I eventually warned him to lower his voice and treat me with respect as I treated him all this time otherwise I will have to lodge a complaint against him - what an unprofessional attitude, really. I then called the head office that the fence was of a poor and unacceptable quality and many planks were split and broken this time. Their customer service was a total contrast to the installer! They took care of everything and the new installer Jurgen was totally different. He was polite, professional and paid attention to detail and carefully changed all the damaged planks. Very happy with their aftercare service. I wish I had Jurgen the first time around; then I would have given 5 stars!