[Marge]

I would guess the chap has called it an NBI which is really really poor, in fairness to the installs people they can only off what they are being told at the time so if the engineer is saying he will turn up, that's the message that is passed on.

It's a really bad thing to do and shows how the actions of one person can have such a negative effect all round. You're quite rightly extremely cheesed off and no-one can blame you for wanting to cancel everything. It's disheartening to speak to customers if this does happen as it makes a hard job even more difficult. In my experience it's not every engineer that does this as most of them are extremely hardworking and professional and I'm just sorry to hear of such a bad experience.

I would guesstimate that Installs would now not be open until Wednesday if you wanted to have another bash or alternatively Cancellations if you wish to go ahead with cancelling.