Today I sat in for your engineer for a 3rd time at home only to find at 1150 that the pre midday appointment had been cancelled without telling me (it took 2 calls to your offices to find this out) This is the second time this has happened. On 3rd occasion the engineer turned up late after I had left for a client meeting having sat in all morning waiting for a pre midday appointment (this need for an early appointment was clearly communicated to your staff beforehand) Failure to return calls is commonplace with your staff, somehow I was expecting extremely poor customer service and that is exactly what I received. The least I expect is an explanation, an apology from a senior manager might also help and some commitment this won’t happen again backed up with an promise of compensation if it does Also an appointment this week should be arranged given the time I have wasted waiting for engineers As a self employed consultant these failures have cost me time and income with clients Your website boasts of customer service excellence, to date this is obviously not true