I am totally disappointed by the service provided by your company staffs. I purchased a watch from London heatrow airport last year September and accidentally dropped and broke the glass. When I first walked into Burberry outlet in The Gardens Mall, the staffs did not take initiative to serve me although there were more staffs than customers available at that time. Perhaps it was due to my poor looking outfit compared to the other fashionable rich female customers. I then approached a staff member which then refer me to another girl (I think I shouldn't reveal her name until unless I'm required to do so, naming her Ms L here). I requested her to quote me the price of repair before proceeding as I understand that faulty caused by human's mistake would not be covered under warranty. She then issued me a receipt with reference number: 02759 and I was asked to wait for her call. I didn't receive any calls even after nearly two months and I'm sure if I just continue waiting, I will need to wait for another century for me to see my watch again. The thing I don't understand is why it has to take two months to just quote a price. If I send it elsewhere i believe with that period of time i would have already got it back in a nice condition. Without further hesitation, I went to the shop again and on that visit i was asked to wait outside as drinks are not allowed in the shop. I stood at the shop entrance for more than half an hour and the answer I got from that staff was just: "Ms. L will call you tomorrow to tell you the status of it." Luckily this time I didn't have to wait for another two months, and Ms L really called and told that rm330 is needed to replace the glass as well as the stainless steel frame. I didn't want to take up this offer as I was informed that the materials used would not be from the original factory. So I requested to get back my watch and was asked to wait for her call when it is ready to be collected. After one week, I decided to call and reconfirm again if I can get it back soon and I was asked by another female staff to wait for ms L's call since she was on leave. Here goes another one more week. I wonder if I just blindly continue to wait, will I be able to get my watch back before it is totally outdated? I really think it is time to reassess efficiency of your staff and repair service provided. I suggest that you can hire more staff if the current ones are overloaded by lots of works that makes cases as simple as quoting price like this pending for so long. I no longer see the professional, initiative and good promoting skill in your staff when I was buying bags in your outlet. Perhaps commission should be given to staff that handle warranty or repair service too to motivate them to serve customers who spend or to claim warranty equally good. I really hope that something could be done as I believe that a leading fashion apparel should provide an excellent service that is of good standard too. Thank you for your time and looking forward to get my watch back soon.