Arkel has wonderful customer service! I ordered a hook kit to be sent to me in Latvia.(They ship to Latvia!!) It never arrived, due to NO fault of Arkel. It was the shipping company that made the mistake. Paul at Arkel was very helpful, helping me track down where the package was and finding the right people to solve the problem.
He COULD have just said; I shipped it, it's not my problem. BUT INSTEAD he took the time to help me sort it all out. In a world of HyperMarts it's nice to know that customer service is still alive and well. I know where I'm buying my next panniers from. Thanks Arkel.