I think you have hit the nail on the head there. It's all about luck. I've had truly appalling service from both Novacaster and Pixmania before. But they have also both excelled themselves at times too.

The lady I spoke to firmly but calmly at Scan today was sympathetic, helpful, knowledgeable, and left me feeling that I may give them a second chance should the need arise.

She promised me a call back later on with a consignment number, so we'll see if she does.

And she says she's arranged pre-9am delivery for tomorrow so I can get the stuff, and then go to work (if I can't 'work from home').

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