How not to do business, do they even care?

My pal who shares our layout had a fault with one of his LMS blue and white Coronation coaches. One of the bogies had wheels that kept seizing up, a consequnce of which was that they developed flats and made the coach difficult to pull. So we sent it off to Hornby with a covering letter carefully explaining the situation. The coach was still in warranty. Several weeks went by with no contact back from Hornby, not even acknowledgment of receiving the coach. Then last week the coach was sent back in the post with the faulty wheels still in place and not a single word from Hornby! No advice note, nothing.
How on earth does that company hope to survive with behaviour like this? We have older Hornby locos and more recent ones and the running of the recent ones is no where near as good as the older ones.
We now have decided to stop buying Hornby.
On our quite large layout we have 60 steam engines and 27 diesels and will buy more, but not from Hornby.
Are we alone in feeling let down by them?
DC
 

Not good PR. Have you emailed them to find out what went wrong?

Totally agree with Pete and if it's still under warranty ask for your money back 

Ed