Hi-Q is Pathetic, Disgusting, Arrogant Owner

Hi. I have had no response since Friday from the owner of your Penlyn Estate branch, Riyaad Emeran. I took my Renault Clio in for a puncture repair and was recommended to drive with the spare as the tyre was badly punctured on the side. While removing the spare wheel the staff member forced and broke the cable and mechanism that keeps the tyre up. He clearly didn't know how to remove the tyre as he didn't un***** the white cap and proceeded to pull the lever with force. The mechanism is broken and the technician advised to me that it shouldn't be fixed and should be replaced with a new one. The manager at your branch is insisting that it can be fixed. They tried fixing it by cutting the cables but had zero luck after an hour of me waiting. This MacGuyver style (see pic below) is not acceptable as I drive quite far everyday and if this cable was to snap it would be extremely dangerous. Since Friday I have been trying to communicate with the owner and have had zero response. The manager is also quite arrogant and is insisting on repairing the broken mechanism. I was told to contact the owner but he has not responded to either my messages or answered my calls even though he was made aware of the situation by the manager. This lack of service and the arrogance and rudeness I had to deal with forced me to get a lawyer involved and only after this did the manager cooperate and sign an agreement document acknowledging ownership for the incident. I understand that these accidents can occur but I do not appreciate the attitude and service (or lack thereof) that I had to deal with at your branch in Penlyn Estate. At least a response from the owner would have been appreciated for some customer satisfaction but this is clearly not the case.