For all those struggling to get through to Hein Gericke's seemingly nonexistent Customer Services, I have finally discovered a phone line that is answered!
Having sent several emails, and receiving no replys or even acknowlegement of their receipt, and listening over and over to the recording telling me to call back within office hours even though I already am, I found the direct line to their HQ in Harrogate.
Call 01423 873070 and you will be given several options. At first I selected option 1; Existing Orders, but that got no answer. 2nd time however, and option 2; Customer Services, got a swift response and I finally had my problems resolved.
Forget the 0800 165165 number they want you to call. Call 01423 873070, and you should get an answer.