Their customer service, in general, is terrible. I've experienced similar issues when trying to contact them by phone. However, my biggest complaint about them is that they just lack basic communication, particularly in regards the status of your repairs. I've had them doing a warranty-claim repair for an iPad screen that they supposedly fixed over a year ago. After two different "fixes" within the last 2 months, it's back in their shop again. It's been over 2 weeks since I dropped it (back) off and still no communication from them about the prognosis and/or timeline for when it'll be finished. If I wasn't in a hurry to get my iPad back and didn't have it covered under their own 1-year repair warranty (which, I must say, is nice of them to include with their original repair) then I would go pick it up - still broken - and find somewhere else to get it fixed.
Keep calling, I had to.
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