Do You Get This - I Don't

Harvey bought a Hard Disc Back Up for his Mac from Freecom and the tutorial CD was broken. He rang their customer support and they demanded he send the CD back so they could check it - duh! He then asked for them to email the printed copy of their manual as it wasn't on their website and was told that it wasn't their policy to do this.
This is a German company and the last I heard Germany was in recession. What sort of customer service is this and how do they think this is a way to keep customers?
Freecom seem to think Harvey wants a stash of their CDs - maybe I could use them for Ghost Furniture. Anyway if you are in the market for a Hard Disc Back Up don't use Freecom.