Gronkster

It doesn't matter if the decoder had been fitted by the customer. The loco was sent back fully fitted with decoder and speaker and I for one would expect it to come back fitted if it was mine. I used to work in model railway trade/retail and the branch I worked in, I did all the loco service work on my own if the loco was out of warranty or just come in for a service, If they where under manufacture warranty then those went to the company involved for sorting. Not once did a loco get sent back to the customer with things missing or not fitted back inside. EM2 aint a small cube speaker. What every Hattons do now, It's still poor service regardless of what you think.

It's poor service from the person involved at Hattons with sorting out the faulty sound loco return, You would expect the replacement to included the fitted decoder and EM2 speaker so the purchaser can run in out of the box. There's no excuse for the replacement decoder to be left in the box let alone a missing speaker reguardless of current situations imposed.