Since you have decided to cease having human contact with your customers on the phone, I feel that you have made a catastrophic decision that will only speed your demise. Your range of products is vast, you are expecting the customer to have the same knowledge as your store people. Your website does not specify exactly which part is suitable for which vehicle. Your universal fuel tank sender indicates that it is suitable for the MK1 Caddy, it is not suitable for my MK1 Caddy. A phone conversation may well have saved me a great deal of time and heartache. I would imagine that I am not the only senior surfer who has had this problem, I would also suggest that the vast majority of the owners of the older VW vehicles are approaching pension age as opposed to having just left school. I feel that you could do so much better by accepting that for millenniums customers have been talking to suppliers and not writing the customers letter or notes. Waiting for someone to email you back with an answer from an enquiry is adopting a similar attitude to questions that most politicians adhere to in the hope that the questioner will fade away, or even better pass away, and thereby save you the bother of doing anything.