I bought a flute Prima thumbrest. It came without the adjustment screw or proper installation instructions for the silicon pad. I wrote asking for the screw size so I can buy it locally and asked which way around to install the pad.
The responded with a from letter asking for photographs of what they sent me BEFORE THEY WOULD DO ANYTHING.
THERE FOLLOWED MORE CORRESPONDENCE WHERE THEY WERE VERY RUDE, SAYING I WAS REFUSING TO COLLABORATE IN SOLVING THE PROBLEM.