I booked an appointment for a battery change on my Google pixel 4a, which was supposed to take 1h as per the website confirmation. There are 2 people attending, one seems to be more knowledgeable, but incredibly rude, and one who seems to have little to not knowledge at all, and maybe is in training or can only sell goods. He told me to switch off my phone, then told me not to too late, after I had already done it. Problem is, with my old battery, switching it back on was a big issue. The rude guy then told me he wouldn't be able to review my phone, "do you want the battery?" He said, bluntly. I answered yes, of course. My battery was lasting about 1h with the last update. Somehow I was able to switch my phone back on again, and the rude one starts reviewing it, checking the camera, Bluetooth, WiFi, and makes a call to voicemails. I asked him to say something before doing stuff like making calls, and he said "I wasn't sneaking, just checking the calls". He says nothing or explains anything at all, I suppose in this store is expected from the client to be able to read minds. He says "3 hours" and gives me a panflet. 3h! I obviously have no idea why and he obviously wouldn't explain. I had an appointment in the evening that I was obviously going to miss, and no way to say anything without my phone. After 2h of wasting time around London I went to ask if they'd have my phone ready soon. Rude one says the job is done but they need 1h to update with Google. Ok then, 1h more in the cold. 1h after, rude one is not there, and the other one tells me 40 more minutes. At that point I was feeling even a bit dizzy, silly me I didn't bring another card, since mine is in my phone, thinking the repair was going to take 1h. I had been walking around in the cold for 3 hours without anything to eat. I ask the guy if I can have my phone to make a call, and when he gives it to me, after looking for a good while, my phone doesn't have a sim card. I asked for it but he didn't know what I meant. I connected to a public WiFi to make my call, and meanwhile rude one comes in, points at me with his finger and says "your phone had water damage, by the way!". I honestly don't know what to do with that information, I was on a call, I live in a rainy city, and yeah, sometimes my phone gets wet...sorry? I obviously don't say that, I said ok and carried on with my conversation. I finished and asked rude guy where my sim card was. He answers the other one gave it to me already. I said he didn't and I showed him my phone with no network connection. He asks "how were you on a call with no sim card" I wondered then if that supposedly knowledgeable technician had ever heard about WiFi. He opens my sim card compartment and closes saying "you see? It's in there" and then, magic! The sim card works. It was obviously not inserted correctly, but I suppose it's my fault not carrying a needle to open my sim card compartment when I need to. I ask if I can take my phone and he dismisses me with his hand, like pointing at the door, and says "yeah, it's done". No bye, no apology about sim card, and no reason why the other guy said 40m more. I went to ask why he said 40m, and he looked at me and then at rude guy with a face that said "I have no idea what I'm doing". Rude guy says is for the glue, to fit the battery better. Whatever. 3 hours for this. I have been treated like garbage for no reason, just because I needed a new battery due to an update on my phone I didn't ask for. And it could've been 40m more due to the useless helper. I understand that after the update, many Google users are now in need of a battery, and iSmash is the only provider. They must take a bunch of appointments, but this is definitely not the client's fault, and this is not the way to treat anyone.