Repair Service a ****

Our JBL unit seemingly blew a bass speaker. Tweeter and midrange were unaffected and the ipod dock and blue tooth worked as normal. We took it to Sound Great Centurion where they took it in and sent it in to be opened up and checked. The cost was R650 which would be refunded against the cost of repair if we accepted the quote. Over 2 weeks passed without a word. We went back to the store to enquire. They phoned the repair center and were told they didn't have the unit. Then they said they found it and would call us back. 10 mins later they called to say the cost would be R2800 for a speaker and digital board with an exclusion for the docking station in case it didn't work. This information told us clearly they has not actually checked the unit at all. The fact that the quote was more than the unit itself is irrelevant, my main objection which i expressed clearly to staff is I had been charged for a service that had not been rendered. I was prepared to pay a portion but was not prepared to pay an inspection fee for an inspection that had not been done. I told them that how thet resolved it with their service provider was their issue but I, as a repeat customer of theirs who has spent a fortune in their store, expected better service from them and at the very least store credit for a portion of the cost. The manager phoned and without listening to a word of the complaint launched into a lengthy explanation of digital compatibility of components and the cost of importing. He spoke over my husband and myself every time we open our mouth and every 3 words I spoke had an excuse from him. I could not get a word im edgewise. "They never should have promised you a quote in 1 day"(they promised nothing and we waited 14 days before asking). "There has been lots of lightening they are busy... 14 working days needed" (no one said they needed more time when we went into the store). "We wont give you a discount because fetching the unit is expensive"(why bother fetching it if they could have given this generic quote over the phone)... "you wont get anyone else to fix it they are the only ones who can do it"( i have said simply im not paying more than the unit cost me to fix it)... in the end i said they must get my unit back and i will collect it (payment is in advance of course) and told them their inability to have any respect for my status as their client means I'll take my business elsewhere... their response (all the while talking over me and never giving me a chance to speak) is that i am overreacting. Then he hung up on me. Condescending. Never listening. Full of excuses. ******* service.