Extremely poor service.

Appalling customer service. My tablet sim card reader has broken and my sim card will not stay in the device. My device is still covered by the warranty, but no one will tell me if this problem is covered by the warranty. I have to send it in to the service centre for a quote, which I should have within one day. If this problem is covered I am told it will take 4 weeks to repair, which is a ridiculous amount of time. If it is not covered and I decline the quote it will take one whole week for me to get it back. Surely someone should be able to tell me if this problem is covered and if not how much it will cost. Do I get refunded the time I do not have the use of the device? I doubt it. This is totally unacceptable.