They know about this blog now, because they refer to the wavy lines, which I'd only queried in the blog, not in any letters. Their language is very careful - they want to sound reasonable - but they aren't acknowledging my point that extra stringency cannot be added after a contract is signed. The car was returned in what I believe any objective person would agree with - good condition - which is the only thing that their contract refers to. Extra booklets supplied as I drove the car away cannot be taken into consideration. Here's the letter:
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