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I only work around the corner from the Brooks factory so I took a chance and went in during my break with my sadly damaged B17. The frame had snapped on it during my last ride home from work along the canal. I've had it 20 years with absolutely no maintainence on it so it's done pretty well! I actually went in the wrong entrance and found myself being led through the factory to the office where I asked if the saddle could be fixed. No problems the nice lady in the office said and off she went with my saddle. She came back 5 minutes later saying yes they could and "Eric" would start on it now. " You're doing it while I wait?" I asked somewhat amazed, "Oh yes" she said, "Eric won't be long." Sure enough 10 minutes later Eric wandered in with my newly repaired and polished saddle looking as good as new. He gave me a few tips to prevent the rail snapping again and off he went. I paid the lady, said "thank you" and went off a very happy customer indeed. Service like this is to be treasured and broadcasted. So thank you to Eric for his craftsmanship and the ladies in the office at Brooks in Smethwick for their cheerful help.