My back passenger window was smashed on Fri 24th June. I contacted my insurance company and your call centre on the Saturday morning. I was told that the glass had to be ordered - fair enough - and that the work would be done on the following Wednesday. I had a medical appointment on the Weds morning so said that I wouldn't be available to have it done then. I was told that the work schedules didn't get planned until the day before and I would get a text. So - I get the text and it's for Weds morning. I completely understand that you can't give people exact appts but why can you not programme in times when people specifically aren't available. So - the text says to press a button to rebook but you don't know that doing that automatically cancels the previous appt. And - worse still - I am back in the call centre loop again. When I spoke to a call centre person having pressed rebook they said the next appt was 3 weeks later - that's not acceptable when you have no back passenger window. All the staff I spoke to were helpful and efficient - I have no complaints about them. It is the system they work with that is so frustrating. All the info gets passed to the "local team" but there is no way to talk to the local team directly. I was so fed up of giving the same information to people that I think it was the 6th or 7th person I spoke to that I said I just wanted to speak to someone who could make an appt for me. And he did for 2 days later. So - a week after the break in, the technician turned up. He had the wrong glass but that wasn't his fault - it was ours. He was great. He wasn't prepared to do a bad job. He sourced some glass and came back later on to complete the job. His name is Andy in the Bristol team. I've looked at the reviews you get and there seem to be quite a lot that aren't positive.. I don't have a great deal of confidence that things will improve