Bought a tripod recently. Thought a fastener was missing and called the customer-service dept. No fun. No action followed. Next wrote an e.mail. possibly to a wrong department, for again, nothing happenend. Third time, after months, I contacted the nearest Calumet-store (Manchester), told them about the problem I thought I had. The person advised me to visit the shop, for they would possibly have the missing item somewhere among the returned goods. I could not do the visit right then. At last I called Manchester again and spoke for the first time with a person not in a hurry. And what was the result? Because of his knowledge, interest and the time he took to get to the bottom of the matter, he found that there was nothing missing but that I had not recognised how to utilize a part actually attached to the tripod. So Calumet: A) do enclose a simple but clear drawing on how to use things, even though things seem clear enough to yourselves and B) get persons to listen and be inquisive when talking to customers on the phone. It will help save time, money, nerves and.... your Reputation!