Poor communication and pathetic service

I have a MIWAY claim in for windscreen. Pg glass call, appointment set up, confirmed OEM glass and beadings being used and assured they are OEM (from Honda Edenvale). Appointment for Friday never seems to be happening so I call in to PG call centre at 14h20 and I am told that the driver is on his way. At 16h00 the driver calls saying he isn't going to make it but he did ask the call centre to make me aware at 14h00? Still no call by the way. Today Absolon from PG is here to fit and I query the windscreen to be told it's shatterproof not OEM. So my questions are(by the way PG call centre cut me off whilst I was talking to them), do you know the screen forms part of the vehicle structural integrity? Are you planning to book a shatterproof screen as an OEM? Why would you tell me a genuine screen is being fitted then dispatch a non genuine one? PG promises follow up and nothing happens....... Maybe too many clients? Maybe just a don't care attitude. Guys you are not fitting a non OEM screen to a 1 year old car. I have put this on public forum because after I have called in to get service from you, you then hang up on me....