Cracked screen tablet - waiting 4 months, status?

A tablet was returned to Fonechoice for a cracked screen. It took 2 months to tell me that the unit has internal damage as well and that a claim will be processed on my behalf to the insurance. After emails of complaints and numerous phone calls with different feedback, I still don't have the device or indication of when I'll get it back. The system is forever off line when I phone, my calls get cut and I'm told that the only way I can complain is by writing an email which does not help either as the feedback received just indicate what I was already told by the call centre agents, that is when they actually reply. All I want to know is how long do I still have to wait? I'm paying for something I don't have! Why does it take so long and why do the call centre agents contradict themselves with the feedback? Is the update on the system even accurate? Has a claim been processed yet? The worst of all is this is the second tablet I've returned this year and the previous one was at Fonechoice for 3 months and I also battled to get propper feedback. I will not order anything else from Fonechoice as the after service is really bad! The tablets were Christmas gift for my children.