Bad Start, Good finish

I recently had a warranty claim on a unit. I had a busy work schedule for the next 12 weeks, so I thought I would book it in and do the work on a temp laptop not to risk being offline.

Due to being busy, I didn't follow-up. When I eventually had a gap after 5 weeks, I was told my unit was not worked on yet, despite the 21 day turnaround. Sadly the communications that I was given was not accurate, or true I fear.

Unfortunately, my unit was returned to me 2 days later, not corrected. Despite providing detailed trouble shooting instructions to reproduce the issue.

After feeling deceived I threw my toys- and got a reaction. This isn't the way it should happen. I feel that if I hadn't follow-up then I wouldn't have been treated correctly.

Regardless, it was sent back and I was contacted by a technician, which was what I originally requested. If it wasn't for Brandon P. this review would have been a rant with a 1 star rating. He made contact with me and kept me up to date and consulted me on the issue. He made me feel like my query is actually being taken seriously and kept me in the loop of what was being done. He got is repaired, despite some real issues he faced with parts supply.

I have read some other reviews on here and the problem seems quite common. I think questions and information from your clients is not being considered, and the information not being passed to the back room. I wrote a detailed guide on how to reproduce the issue, which wasn't touched. The user is your most useful resource. Be better about that. Your turn around times also seems to be an issue. If you say 21 days in your opening mail, you should at least assess the issue and get back to the client about it within 7 days, even if the work can't be carried out in 21 days.