Hi Katie, Thank you for your feedback. I’m really sorry to hear that your experience didn’t meet expectations. We always aim to be helpful and clear when discussing repairs and it’s disappointing to hear that this didn’t come across on this occasion. Your comments have been shared with the team so we can reflect and improve how we communicate in situations like this. If you would like to discuss the issue further or need any additional support, please feel free to get in touch with us directly.