Why is it where carphonewarehouse are concerned everything is hard work?

Did an insurance claim, for which I pay £32.95 a quarter for, I then had
to pay a £29.50 excess, fine, I knew about this and it was a PDA Phone
that I lost.

Claim accepted, went to local store to pick one up, none in stock, they
then send me to a business park that doesn't even have a carphone on it,
finally find out where this store is, get there, and they try to fob me
off with a used phone.  When I say used, I don't care if it has been
opened just to show a customer, it's an O2 exec, there was no cover
on the screen, and it was totally covered in finger prints all over
the touch sensitive screen?  How many people would have accepted that
in all honesty?  Not when I pay £11 a month to insure it, NO WAY!

Anyway, before this gets out of hand, they agreed to post me one out
instead, comes today, no sim card.  Call customer services, they can't
send one out, they put me through to sales, they want to charge me £15,
they put me through to insurance, hold for 25 minutes, then to be told
they close at 7pm.  Why should I pay £15 for a sim card when I've
already paid my excess?  And why can't customer services just post me
one out for goodness sakes?

They really are quite hopeless, especially for a service that costs more
than with ANY other company.