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Hi Poppi,

We've been very busy this morning, as is normally the case after a bank holiday. We have hundreds of e-mails to reply to.

You may not have received an e-mail but if the vehicle is a Saab 900 (which I presume it is, as we seldom have problems with the bars) then our technical team are in the process of checking through all our existing stock for any batch problems - as I'm sure you can imagine, this can take a little time. We need to ensure that it is an isolated case.

I'm sure our customers services team will contact you to arrange a collection soon.

JT

ps. if your husband e-mailed from an AOL account then they will phone you rather than e-mail, for reasons outlined here:  http://www.ukcampsite.co.uk/redirect.asp?redir=http://www.towsure.com/bespoke.asp?pg=contact%2Ehtm

Hi Poppi,

Many apologies for the inconveniance. There isn't a problem with the rest of the batch. I've made sure that your husband's comments have been passed onto our research and development department, and that the relevent people have also been informed about the slip in quality control.

Please accept this as an £20 'electronic gift voucher' by way of apology. Choose what you'd like up to £20 and we'll get it sent out free and with no delivery charge. Just pick what you'd like and drop me an e-mail (to my personal account: jtanner at towsure.co.uk - please also include your address details for delivery).

All the best,

John T.

PS (EDIT): After lots of puzzled heads this morning, our technical manager has arrived and shed (some) light on the situation - which I believes stems from the need to cut the bumper (a common part of towbar fitting - approx 50mm2 in this case) and remove a small amount of foam from the rear of the vehicle before fitting. This only applies on 1988 facelift 900 series models, but may be crucial for the fitting and result in the key problems specified. As to how the original instructions were included in this batch of bars is beyond me.