Excellent service

First called them regarding a spare part on a product that i recently bought from them. Were promised that they would get back to me (they did not). Tried to call them again a week later - 40 minutes in telephone q just to be told something in german, and then hung off. Mailed them, they apologized, said that they were to fix things and get back to me. Once again, they didnt (as im writing this, its been 10 days since our last contact). I wrote to the original manufacturer instead, which solved the problem in less than a day. Oh yeah, i mailed them about this as well, and they didnt even bother to respond. Shame, been really satisfied with thomann past years, but something has clearly gone wrong, and i would refer to other vendors.