The conversation I had with the call centre lead me to believe my battery could be replaced within 1-2 days and my laptop returned to me. However, it took 6 days and resulted in the technician needing to drop off my laptop on a public holiday. I am very grateful to him for doing this, but perhaps there needs to be better communication between the call centre and the technicians so that the expected time for the job is clear to the customer before they commit. The call centre also gave me the impression that the battery should be able to be replaced within the 1hr call out fee. However, I was charged this fee, plus 1.5hrs extra. Again, the call centre set an expectation that was not met. Perhaps there can be improved knowledge articles regarding common thin gs like battery replacements that the call centre can refer to.