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Happy to hear that everything has been resolved to your satisfaction.
Quite often with these type of things someone at the bottom of the chain is just doing what they've been asked to do. Once the right person further up the chain is told of the full picture things get sorted. It's usually down to a lack of thought by someone in the middle that these things happen. Within companies it is very easy for people to lose focus on the fact that the most important person in their business is the customer.
We wouldn't want Ducati to stop behaving like Italians, but occaisionally they do need reminding that customers are important to their business.
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