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You should ask your "Rep" exactly what he does the rest of his time at "work". These government departments like the BAR or Consumer Affairs are really just employment for people who otherwise could not get a real job. In the future if you can, pay with a credit card. They are the only ones that will fight for you. I got the same run-around as you with Consumer Affairs for incompetent work.
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Aaron.  F.S. 1965 Solex engine w carbs/cleaner
Burnham Performance
https://www.instagram.com/burnhamperformance/
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