I once bought a bottle of a well known cola company's branded bottled water.
When I opened it it I found it contained alcohol.
So I wrote a letter of complaint.
Instead of offering an explanation or registering their intention to investigate the matter - they tried to convince me that it had never happened.
It is a blatant '1984' brand of thinking, "where nothing ever goes wrong", that pervades certain consumer oriented businesses that in particular deal with families.
It appears that Hornby might be operating such a business model -
With all the denials and deceptions that are required to maintain and sustain their idea of a pristine, too good to be true, glossy public image.
Its all about the fantasy of brand purity -
Consumer recalls, therefore, might hurt their public image, so we should probably not be looking for a flurry of press releases on this one that say -
"We goofed and we are sorry and we shall put it right."