Online order [Order Reference 14331] made to www.smartinks.co.uk on 3 May 2009 for 1 x original Konica Minolta Drum Unit part no. 1710591-001, with £117.44 paid by Visa credit card. Received e-mail acknowledgement but the part was never delivered. Over more than two months I sent some 20 communications to the company by direct email, by online website message, and by telephone and post. In most cases I merely received an automated acknowledgement from helpdesk@smartinks.co.uk promising a response within 8 working hours, a promise never kept. At no time was it ever possible to speak to anyone directly by telephone. I did manage to get an email response from the company on 15 June, which said "Sorry for the delay and inconvenience regarding this order, I will look into this personally and get the item delivered to you by Recorded Delivery or Courier, if you require further assistance please email me direct to damian@smartinks.co.uk ".

Since then I sent another 5 separate email messages to "Damian" without any response (the last one from me was on 15 July 2009), and communications from the company have dried up. I would rather like the drum unit if they would only send it, but otherwise they owe me £117.44. Currently Smartinks is in breach of contract.

- Professor Dennis Russell, Ventnor, Isle of Wight.