Titan AV are a pleasure to deal with. The three parcels for my latest order arrived much quicker than I had expected. However, unfortunately the packaging for the SKU: NC-SP-2UDR 2U Rack Drawer, 350mm Deep was damaged in transit in the right front bottom corner. When the unit was unpacked, the rack mounting "ear" in the right front bottom corner was found to be bent out of shape near the mounting hole, cracking the paint and making it awkward to mount in a 19" rack and open the drawer. The package was probably dropped or mishandled in transit and the weight of the unit (quite heavy) on this point of contact with another hard surface has caused the damage. The metal rack mounting needed to be and straightened out or maybe there was something else which could be done to rectify the matter. I reported this to TitanAV and they responded: "This does happen from time to time with 3rd party courier companies. We have two options for this situation: 1. If you think the drawer is still usable and you can bend the rack back into place, I can offer you a $25 refund on this product. 2. We can arrange to get the item back and replace it with a new drawer for you. Please let me know which option you'd prefer and I'll get that sorted for you." After putting their repair suggestion into action very carefully with a padded hammer, judicious use of a black texta and a bit of phernudging/lube on the drawer tracks, it's with great pleasure that I report it's now FIXED...well kind of! So, rather than returning it, I accepted their very generous offer of a $25 refund on this product. That is excellent Customer Service and I can now put a red line through the issue with confidence!