I don’t see any poor service here at all. Insisting a jacket is replaced/refunded after 13 months is ridiculous. The jacket has been in your possession long enough to find any faults, it’s not Cotswold’s fault that you haven’t used the jacket enough to discover the problem. The guy in Cotswold offered to send it back for you (at their expense no doubt), I call that pretty good service not bad.
Perhaps you should get onto “Injury Lawyers Rip Everyone Off and Make a Nice Profit Too” and put in a claim against Cotswold/Rab for the mental anguish of seeing a bare copper wire sticking out of your jacket and it nearly poking you in the eye.
I'm going to court controversy here. I sort of agree with Darren but as an owner of Scarpa Mantas and Cumbres as well as Grivel G12 New-Matic and G14 Cramp-o-matic I would suggest only buying the newmatic binding. The cramp-o-matic binding is great while the boot is new, the problem ocurs when the sole of the boot wears down and causes a poor fit between the boot and the crampon, not much use when your up an ice pitch! The G14 Newmatic would be a way of "future proofing" if you buy them you won't need another pair as they are just about perfect all round crampons and they'll be fine on both pairs of boots.