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I have in the past contacted Hornby on spares for both rolling stock and scenics, I point out that spares in question where not expensive main parts.
Hornby on each occasion, forwarded by post, parts requested and each time FOC - more than can be said for other Hobby manufacturers.

I have too personally found Hornby to care and value their customers. As for waiting reply to an e-mail inquiry - found two to five days to be normal and much better than other manufacturers and retailers who fail to reply.
 
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