[Qian Hu]

Hi Simon,

We are deeply sorry to know about the issues that you have encountered with our Company.

Kindly note that we understand your frustration in coming down into our store and realized that your product was not ready for collection We let you down in that regard and for that, we are also sorry.

Right now, we have informed our retail department in regards to this pending issue and will make yours as a priority.

We would like to inform you that the spare part is not readily available in Singapore and has to be order from Germany. Kindly note that we have contacted our Germany counterpart for the spare part and the item is currently on the way to Singapore. Once it has arrived, we will install it right away and contact you for the collection.

If there are any other issues that need to be addressed, now or in the future, please don't hesitate to contact us.