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I have always had excellent service from Bintel when using the phone but have had trouble getting a response by email. Sometimes if I send a second email I get a reply. I do think they need to do some work on the net side of things as when I shop on line in the US (e.g. OPT) I will get a reply within 12 hrs and depending on the time of day within minutes. Sure OPT and friends may have greater resources but like it or not they are in direct competition with Bintel and Co. I always try to give the local guys a chance first but if it becomes a chore will simply shop elsewhere.
Mark
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