Customer is a lonely word.

After waiting a week for a quotation on a small repair on my wife's Mini, I should have gone elsewhere, but Farber Montague had done an excellent job on my BMW a few years ago, so I went ahead. As expected, the repair was perfect. That was until I got home and noticed two scratches on the bonnet that had not been there when I dropped the car off. Naturally, I called Farber, and after leaving a message for one of the managers, waited for them to return my call. Nothing happened. So I called back and managed to get through to a manager who did not say much except that they would look at the images taken of the car (standard practise) before they started the repair and then they would contact me. I was very pleased because the car had been evaluated at SMG ( no mention of scratches) two days before I dropped it off at Farber and additional images would provide the sufficient proof. Needless to say, nobody bothered to contact me, not telephonically, not via email. Radio silence in the hope that all will be swept under the rug, and I, after paying the excess, will just do what is expected in an environment where the word customer is meaningless, and just suck it up. What a pity! Now, I expect nothing from Farber except one of their corny responses with infantile words like 'executive team' and other gobbledy**** that means absolutely nothing because clearly, nothing will get done.