Well I did previously have a reasonably good opinion of Novatech. We once managed to get something not as labeled and they handled the complaint very web indeed. They are always helpful.
Sadly they can blow that reputation so easily by demonstrating how to fit a heatsink to a processor for us by getting a motherboard from stock, opening it, and handling it, and putting on the desk, and showing how the heatsink fits on. All without any sign of an anti static strap or mat.