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@Burtie14
I think the moral could be summed up along the lines of:
"The people at Bob Jackson gave me an absolutely shit service. They were rude, belligerent, and incompetent. Although they resolved the problem - which was of their own making - eventually, the whole experience was shockingly bad, and I wanted to let people know about it, so that they can think twice about whether to use them or not."
Just shout if you're still confused.