Astounding logic

I took my coffee machine in for service. Security is ill prepared and uninformed about the impact of Covid19, the sign in process is a virus' dream. When I got to reception to book my machine in I was told they only do collection and they refused to take my machine. They insisted that I go home and call them so that can come out to collect the machine and bring it back to this very address. I thought it was a joke, but they insisted... When I asked to discuss with a manager I was told to wait as they are all busy and unable to attend to me - this included the customer care manager.