i think what im trying to say here is DONT ACCEPT BULLSHIT.if they refuse to refund/exchange something that fails after a couple of months,then threaten to sue.you are entitled to have all your costs covered,which may include things like milage,accomodation,food etc.if you throw in the towel and just walk away,then that is what they are relying on to make a quick buck.above all DONT BE AFRAID OF THE BIG BAD SPECTRE of the corporate lawyer.its probably not even worth an afternoon away from the golf course.as ive discovered,the legal process has now reached a bill of $6500 from a $350 generator,and they will have to suck it up and pay.if they had offered a refund at the beginning i would have happily dropped the matter.so its their own choices that led to this.i sympathise with the coffee maker guy,and suggest that anyone with similar problems familiarises themselves with the sale of goods act,in particular the implied warranties,and if you have a faulty product,then absolutely insist on a refund.if they dont then have fun because we actually have consumer rights in this country,and no 'official policies' trump THE LAW.i cannot echo this enough.