well up to now my experience has been ok. Because i made a complaint about the time scale ,not about the person on the fone they alocated me a dedicated person to deal with me. so when i ring up i give a number and then get put thru to her.must admit she done all she i have asked for ,and has also got my car put onto priority on uloading and getting my car to the dealer quickly,set of mat foc and a remap foc.