Hey, BL: I agree with CamperMan, put it in writing. A phone call only lasts until the operator (who is probably in New Delhi) hangs up. A letter of complaint (cc Fair Trading Standards Board), quoting the contents of their letter and arguing each point succinctly and without bluster, will stay in their files and can not be "lost", especially if you photocopy it at the newsagent's before you post it. If you register it, even better.
But don't threaten or speak rudely to them, it only makes them feel guilty, and less likely to fix the problem.
tony
