Customer Care

I purchased the BT 6500 Quad handsets in December 2013. In January 2015 the main set incorporating the answer machine failed and as such I lost the answere facility, all stored numbers and the caller display facility. The phone system operated sometimes!
I contacted BT Shop, proving details of faults and invoice number. My expectations were of a positive nature as the phone system was only 5 weeks or so beyond the 12 month warranty period. However I received back from BT a reply which bluntly stated that the phone as out of warranty and there was nothing they could do. I responded with a en mail reply expressing my disapointment and dismay that the customer care aspect of B T Shop was less than satisfactory etc. I have not had a response to said e mail which was sent almost 2 weeks ago.
I have since purchased a new Panasonic Quad set from John Lewis who have superb customer care facilities and who also provided FOC a 2nd year warranty. Wake up BT and show some initiative with customer care. My recent experience was nothing less than appalling. I am more disappointed at the reaction of BT Shop than the failure of the phone handset.