Appalling Service

I experienced the worst serve from the repair center in Melrose Arch and I escalated this to head office where I was even more appalled by the non response of very senior members of the company whom this query was escalated to. I sent a number of emails, to no avail. They were further requested by the lady who attempted to assist but should obviously could not do much, hence she escalated. I am grossly disappointed that such a well reputable company has such pathetic customer service, even at the highest level?