What went right more the case Staff avoiding engaging with customers at the store, false promises of return dates which were critical, no contact and left to me to constantly chase, requirement for questionnaires that were required to complete repairs that should have been done in store and I wasn't asked, a complaints procedure that when chasing critical return dates sends a generic reply that 'complaints are replied to within five days - and it took eight ! Overall a service that shows a declining customer experience , false promises etc,they would do well to learn from Ratners or Vw and reconnect to what customer service actually means