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Definately better to phone Bintel, I called Melbourne from Perth on Wed 26 Dec only to get their answering machine, left my number and received a call from them the next morning at 8-30am Perth time, ordered and payed for a new 10:1 focuser the guy said he would run it straight to the Post Office and if he hadn't missed the first pick up I should get it late on the Friday. I received the parcel on the 2nd of Jan, on opening I found there was no mounting screws and called Bintel to check and spoke to the same guy I had ordered from and he appologised for missing the early pick up by 20 mins.
That to me is very good costomer service. As for e-mail orders, never tried it.
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