Why do T-Mobile and Fonesafe hate their customers so much?

I am not a happy bunny tonight.

Anna's phone has stopped working - when we try to charge it nothing happens. It's insured so we took it into T-Mobile today as it told us to do on the insurance papers. They hummed and hawed and poked about a bit and then told me that they couldn't do anything and I'd have to go home and call the insurers, Fonesafe. And they weren't mighty polite about it either.

This I duly did, only to be told that they couldn't do anything about it as it wasn't stolen, lost or damaged and it was a warranty issue - despite the phone being nearly 3 years old. They told me, wait for it, that I'd have to go into the shop.

I said I'd just been there and they had told me that I'd need to phone them. The woman from the Call Centre said she was sorry but sometimes the shops didn't understand what they had to do and that there was no alternative but me to go back to the store. And if the staff in the T-Mobile shop refuse to do anything like they did today, then I will have to call Fonesafe from the shop.

So, I, the customer, am forced to play Piggy in the Middle between two parts of the same organisation who just don't seem to want to take responsibility for what should be a relatively simple thing. Anyone would think that they were trying to put me off claiming on the insurance.

This is the second time T-Mobile  have failed me in six weeks. Thankfully the replacement iPhone is the best thing ever, but it took them over a week to sort that one out. What a shower!