I've been having problems too. I sent my American Xbox 360 Elite for a grahpics problem. They called to say it was ready to be sent back so I paid the bill and then waited. After a week or so it hadn't arrived, so I emailed them back and fourth a couple of times only to be told they lost it. They didn't have any tracking details and were very apologetic. They said they would replace the unit and would also sort out refunding the some money, but it would be a couple of weeks as they were going on holiday or something.
After a couple of weeks (last week) they sent me an email saying they were replacing the unit with one they have found but it didn't have a front faceplate. I emailed and said I hoping they would send a new one as a replacement as the unit they lost was only 10 months old and had hardly been used. Also all my information, my kids game saves, everything was lost.
This is the response I received; "You are not getting a new one end of story. A replacement will be sent by
end ofthe week, i will email to confirm. Dee@gt"
I emailed back saying that I would take things further with my solicitor and trading standards, this is the reply I received; "There is no point in a childish argument here, it's simply a waste of time. You have been informed of the situation and will have your replacement by the end of the week. Thank you."
Today, even though I said I didn't want it, I received an old replacement. It's older than the unit I sent them, in very poor condition and had white paint or something on the side of it. I emailed them saying what was wrong with this and that I would now take things further, (which I have done), and that I would also dispute the £50 charge on my credit card and this is the response I had from Dee again; "Yeah cause your broken one you sent us was worth loads you cock. Ill await your representatives correspondents with excitement. Perhaps contacting Mulder an Scully may also be worth a crack. It could be the "case of the greedy man".Sigh what fun."
I have never come across a company like this.