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Yeah, I bitched mightily about it on bertocq's kinesis build thread. It could well be the case, I've read other people's complaints online and on twitter about how shit they are with warranties, returns and so on.
I ordered a pair of football boots for my brother for xmas, paid extra for name and flag, got a call saying they couldn't do the flag. Not a major thing, but turned out they were hut group too. Could be a coincidence or they could just all be shit.
TurtleRecall
I remember this saga from elsewhere on the forum! Is it that they're not a bike specialist, but a mail order company I wonder? They're owned by the hut group who own all sorts of stuff, so how much of a bike shop they are I'm not sure. That could have led to them having no decent system for problems like yours.