Some customers just dont know how to liaise with SE tradesmen, its not their fault. Most fun i have is being asked to quote to repair a machine with an unknown fault, i can understand that they may not want to spend a stupid amount repairing a machine, but i dont know whether its a broken wire, failed contactor or a burnt out motor until i start looking at it...
BTW - I have a Quooker, it has become an essential tool in the kitchen. When it broke down once i was heartbroken and under considerable stress until it was fixed, they change your life.