The most horrific customer service

On four occasions we have had to take our modems into incredible connection to be tested as they were not working. On two occasions they were damaged because they were hit by lightning and on another two occasions it was because the units were faulty.<br> <br> We have never experienced good customer service at this store. <br> We always have to phone to find out what is happening with our units<br> Nobody phones back, sometimes it can take days. I eventually have to go into the store to get an answer. <br> <br> Today someone said they would phone me back at 2pm to tell me what the problem was (I phoned at 9am) and I phoned at 3pm and again at 4pm (both times I left urgent messages) and again at 5:30pm, only at 5:30pm did I get hold of someone in the technical department. <br> <br> Then they want to charge me R 200 to tell me what is wrong with the unit. I need a letter stating what is wrong with the unit in order for us to claim from insurance. I think this is gross service, especially when I have bought 4 units from them before and they know I am about to purchase another one from them as our modem is faulty. <br> <br> I am disappointed with this service and have just had enough with Incredible Connection.