I wanted new keys. Although I got the reply that all was in hand, I was later told that there was a problem getting the key blanks.
A while later I received an update and later, when it seemed to be taking even longer, I was profusely apologising to, which I appreciated.
All in all, what with delays that were not under local control, I did get what I wanted plus an apology gift.
I really liked being kept up to date.
Excellent customer service.
I felt that they cared for me and their reputation.
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