What went wrong! Mistake after mistake, error after error. A lesson in how to flannel customers. Lack of customer care and a blatant policy of preferring not to book you with an audiologist if at all possible; clearly a money-saving exercise, and a problem I never encountered before they got involved with the NHS. 90% customer satisfaction? Where do they get these figures? Now a month and my problem still hasn't been resolved, which means it is impossible for me to lead a normal life inasmuch that I cannot enjoy the quality of hearing that I could easily expect if they took my problem seriously and rectified it, which should take five minutes. Not only that, they couldn't even put the correct address on the envelope, which took a week to reach me. Having said that, when you eventually manage to see an audiologist, they are extremely good and very professional.