A couple of years ago I installed our new bath with a Bristan waste. A couple of weeks ago, the O-ring on the metal plug failed. I tried the merchants from whom the bath & waste came - eventually they got a generic one out of a blister pack. Free but useless as that failed in about a week!
Yesterday, around lunchtime, I rang Bristan's customer service. Very efficient, pleasant and helpful. Yes, of course they would send one out.
This morning it arrived. On a brand new metal plug with chain and overflow cover!
I cannot fault their service (except the 0870 number). But I would actually have preferred an envelope with two or three O-rings in it! This single act must have wiped out their profit.
(Yes, I know that BES do a kit of about 150 O-rings for just over a fiver. I will add one to my next order.)