maybe it was a little unwise to use the words 'customer service'. How about basic common sense and human courtesy, does that work better? maybe not?

Have been in Qatar for a few things so know what to expect, but this was really on another level. Trouble is, there is no competition here so you really have no choice!(apart from not buying the brand, which I never would again) otherwise companies like this would never survive.

Thanks for the advice regaledwin, will forward correspondence to Dubai office as there must be a way of improving things.....even to the point of getting them to pick up the phone occasionally :-(