They shipped it back without fixing it

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Recently we shipped an acer laptop back for repairs - we spent a few hours on the phone with acer tech support and they were unable to fix they issue over the phone (no surprise the hard drive was dying) So We were to ship it back to them We shipped it back at OUR cost it was gone for almost 3 weeks and we got it back. Normally when a system comes back its in a different box, theres a packing slip saying what work was done on it and its fixed. This one came back in the exact same box...no packing slips...We turned it on tested it and sent it home with the customer because it didnt do the same thing (no os found). A week later...Friday last week our customer comes in and says its doing the same thing plus its running extremely slow when it does finally find the OS. So i called Acer to ask why we didnt get a slip and why it wasnt fixed. The girl on the phone kept asking me what i wanted her to do...i kept telling her i wanted to know what they had done and why we hadnt gotten any information and she started telling me we could go through some trouble shooting right now like restoring to factory default. I told her i couldnt do that the system would need to be backed up so information was not lost. She says the EXACT same thing again about needing to restore to factory default Again i said no it has to be backed up. A couple minutes later she says oh maybe you should baCK THE SYSTEM UP FIRST. I responded by saying thats exactly what i was telling you. She started asking me again what i wanted her to do. I asked why it hadnt been repaired the first time - that it was a waste of our time and money to have waited that long to get a system back that wasnt repaired. She didnt answer the question just asked me what i expected her to do. I ended up getting frustrated and hanging up. Have you ever had a computer sent back unfixed...or still having the same issue despite them saying they fixed it? Have you ever gotten frustrated and just hung up?