Clockworks Inc

I took a sentimental clock in for servicing and they lost parts to my clock, making it un-​repairable. How is this place even in business? A real dissapointment as it was the last gift from my mother before she died. She asked me to pass it down to my kids and so on.

There aren’t a lot of music box repair shops out there so when I discovered the Clockworks in Lake Bluff, I decided to give it a try. I figured they looked like they knew what they were doing and probably had good service given the location. The piece I was having restored had a lot of sentimental value which I brought to them in early September of 2010 for service, explaining that I hoped to have it ready for Xmas for a sick family member. They assured me it would be no problem as there were not any major fixes to be done. Throughout the Fall, I called them at least a half dozen times with no reply. Finally, they called to say it would cost about $ 200 and would in fact be ready for the holiday. Nine months and countless un-​returned phone calls later, it was finally finished. The person for whom I intended the restored piece for has already died and I’m to pay them $ 200 for what amounts to about $ 50 in work. They were totally unapologetic explaining they have a backlog of 6 months (which they never told me about) and that’s just the way it is. They never answer the phone and then when your piece is ready for pickup, they practically harass you to come get it. Perhaps if I had a $ 10,000 restoration project, the service might have been different. If you’re an average customer having a small project done, look elsewhere. Places like this make me bitter.

Quite possibly the rudest, most condescending jerk ever on the phone (I believe the name given was Dave). Can I give negative stars? Please?
I called to ask about having an antique clock of mine cleaned up and repaired. The conversation went something like this:
ME: «Hi, I have this clock I need repaired. Its an old piece made by XX company. I can give you the name and send you some pictures if that will help with estimating. «
RUDE JERK: «What are the pictures of?»
ME: «The outside, the label and as best as I could get of the inside.»
RUDE JERK: «yeah, the outside and the label arent really condusive to getting it to operate again, now are they? Is this a manual clock?»
ME: «No its electric»
RUDE JERK: «I seriously doubt that. That clock maker never made an electric clock. You must have modified it.»
ME: «No, I’m pretty sure this is original. Maybe if I read the label to-​«
RUDE JERK: «Look, how about if I try calling your workplace and describing vaguely what I need done over the phone to you? Do you think that you will be able to help me?»
Well, I hung up after that. OH.MY.GOD. I cant even imagine what would have happened if I had gone there in person. Please, if this is your first impression to customers how good of a place can you be service-​wise?
UPDATE ⁴⁄₂₃: The guy on the phone’s name was Dave. And he’s the owner. I was going to write a letter complaining about this phone call, but you can see now I dont have to bother. WOW. I hope he’s good at what he does because he’s going to need all the old, repeat customers he can get!!!