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I have never had issues with lmelectrical have been using them for around 7 years now. It is cheaper than ordering from other places and because of the free postage it is cheaper than ordering direct from Qtex.Generally I find if you ring up the Qtex phone number, select option 3 and ask for lee from lmelectrical team, they will replace and refund. On this occasion I think that it is a matter of mislabelling, as some orders are machine packed. It will say on the invoice.
Had a hose go missing from them, they did replace it but they weren't that happy about it.
Looking at buying another MTR299 from them; loads of people hate the 299's and use the 240's but they are ending the 240's and "Improving" the 299's, not sure what the new 299's are going to be like? but ill always use the 299's no matter wether the "Older style" which are sold right now that loads of people hate or the "Newer type" which will go on sale once the 240's are all gone - I think they are good value for money so will always use them.