I cant speak for others, but I personally REFUSE to accept payment or even a deposit on a call until it's done or about to be done ..that's me though ...other call makers probably have had a rough time with making or sending calls and not getting thier $$$ so that's why they ask for $$up front
Now..if you pay first (only) ....then lack of communication and way too long of a wait , beyond what they told you ....PM their details and I'll look into it
As far as repairs....that's a touchy subject , I tell folks I'm not Sears roebuck...but I'll make it right unless you you really screwed up and sat on it --I give instructions on not what to do , like leave in hot car , get wet etc...but like said...got to stand by your customers and make it right , so if it's a repair...there is lots of ways that can go
Shannon