If you are looking for a giant headache, a huge hassle and dispicable customer service - ZALES IS THE PLACE FOR YOU!!
I've tried working with Horton Plaza, Mission Valley, UTC and Parkway Plaza. I had the most sucess at Parkway Plaza after making about 6 calls to get in touch with an Assitant District Manager. They now have a policy that when you drop off for a repair it will take 15 days instead of the former 2-3.
Good luck trying to find a competant person or even someone to talk to. Most everyone I talked to was clueless and was not offering up any help at all. I guess they don't like dissatisfied customers so they try to ignore them.
I wouldn't purchase anything from this store again...