I spoke to Serah twice about my complaint. She said that she will investigate, and asked me to leave my phone number, but several weeks have passed and she still hasn't phoned me.
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As a gesture of goodwill we agreed to replace the cylinder (even after he had removed the lagging??) but requested payment for shipping as this is an external cost. We’re still waiting to hear back from the customer.Due to this review, we can only assume that our solution was unsatisfactory.