in store repair

[alerton]

what went wrong? i booked my google phone for 'in store 2 hour repair' under warranty from google. i selected this service at my nearest store that offered 'same day instore repair service' which is100+ miles round trip from home but i thought it safer than posting the device and also thought a trip out and spending a couple of hours in a city i dont normally visit would make a nice trip out. my appointment was made for 1pm and i dropped the phone off at midday. i was told that it should take 2 hours but MAY be upto 4 hours dependant upon the current workload. at 12.41 i had a text saying the phone was now with the technician. i then heard nothing more so returned to the store at 4pm, 4 hours after it was dropped off, expecting the phone to be ready. i was then told that the phone had been taken apart and was now awaiting parts. given that the only part it required was a new display i was a bit surprised that the store had not got the part available before my appointment and then taking the phone apart! i was told that it will hopefully be ready the next day, i then asked if they could return the phone by post as i really did not want to do another 100+ mile round trip to collect the phone and was told that this is not an option and i would need to collect the phone myself from store when it finally does get repaired. this is most inconvenient and costly. why should this seemingly simple process be so difficult and costly in terms of unnecessary time / travel ?

[bristolian]

The https://ee.co.uk/local-repairs page does disclaim "from 2 hours" & "time to repair depends..." on numerous factors.

How the repair-store communicates with you, if they were aware you had made a special trip, is another issue.. but I don't think there would ever be a guarantee of a 2hour (or 4hour) turnaround.

I would like to think that common replacement parts would be held in plentiful stock, however my experience here is on the network-side rather than device hardware. I suspect some of the logistical issues may be similar.

[alerton]

given that the repair appointmant had been made well in advance and as part of the booking process they know the make / model and nature of the repair i find it hard to believe that they dont have the parts in advance, afterall this is a common and known issue with this model of phone. if i took my car in to the dealership for service / repair having booked in advance and made them aware of the problem & broken part id be suprised and annoyed if they had not ensured that they had the time and parts on hand.