Ian i have not had any dealings with them for over two years, so have no on going complaint that needs resolving, however i did not buy my machine from them although i spent nearly two thousand with them on equipment and servicing/ maintenance. i never liked the attitude of Derek's son Martin who i found condescending, but by then i had my Ninja so i was stuck i couldn't repair and maintain it myself so i relied on them.
I was very naive with no knowledge of equipment etc, it took a while for me to realise what was happening, when i did change supplier to Cleansmart and dealt with Matt i realised just how stupid i had been. Even in this case i did not buy a new machine but Mat honoured the guarantee that existed, i also remember him on more than one occasion advising me not to buy stuff from him i did not need to improve my machine. Of course Mat is in business like the rest of us but it's clear to me that he recognises that if customers are treated well they will return.
They have also helped me to learn to maintain my machine over the phone with step by step instructions even i can understand even though i have zero knowledge or experience in this, i understand that not every person who had had dealings with Ashby's is unhappy, but i think it is fair to say they had had more than any other, mostly due to customer care, the debacle over that video was another example, they used a customers machine without his permission to do that so called "test" depriving him of his means of earning a living, imagine taking your car in for a service and months later seeing it in a road test against another car on utube.
Just another example of how they treat there "valued" customers.