Extremely bad and tardy repair service

I write on behalf of my employee. In June 15 she contracted for a Neo Tablet. On 17 August 15 she contacted Fonechoice to arrange for a repair. Nothing happend. After a multitude of calls the phone was finally collected on 14/9/15. Repeated enquiries as to when the phone will be returned brought no result. Call centre staff is hiding behind all sorts of contract details to delay answers, then re-book a new service call and provide ever new service reference numbers. Last call was on 4 Oct 15 with no visible result. What is the problem? Why is there not feed-back. Is this a genuine company? It's behaviour is not professional and begs questions as to its business ethics (or is there worse to be suspected?). To say the least it is unfair to my employee to be coerst into a insurance scheme covering damages, which are not repaired by the company. On top of it the coy is not shy to debit my emplyee's bank account. For want of better words I just say this: FoneChoice is NOT a partner to do busines with for as long as its Directors don't bother to supervise and control the doings (ethics and what else?) and behaviour of its staff.