Firstly, let me apologize for any misunderstanding and miscommunication on our side. Perhaps we have expressed ourselves badly and it has led to this unhappy situation.
I am not always in and I am sorry I was not there to take care of your needs.
While it is true that there is a warranty, all warranties are conditional and are subject to terms and conditions. In the case of customs, we would have to send back to the manufacturer for an assessment hence it is not possible for us to make an instant quote. To obtain an assessment the item has to be sent away.
Claire followed up with a call to you about two weeks ago after your visit and we are still waiting for you to bring the item in so we can address the problem.
Do let me know when you will be here and I will personally attend to you.
Looking forward to seeing you.