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@Dammit
They're meant to contact you to say "it's totally FUBAR, that'll be £lots" before doing anything.
As they've now had it for five working days I'd have expected them to have pulled it out of the box and had a look at it.
But, that said, maybe they always run right up to the end of their 10 working day estimate, and do the work on the 10th day?