Terrible service to a captive market

Wheelies have got it made - providing bike replacement to insurance clients. You end up with no choice but having to put up with the terrible service provided when the insurance company pass you over to Wheelies. It took two months to get a replacement and that only happened after numerous chasing calls. They promised a delivery date which came and went. After calling they said that they didn't have stock! It would have been nice to have been told that before I waited in all day.

The insurance company and Wheelies both said I could use the value of my claim on anything I wanted. Great I thought, so I ordered my bike and a spare set of wheels. I told them on the phone I wanted the extra wheels... but they didn't turn up when the bike eventually arrived. So I called and they refused to supply the wheels saying the claim was "only for a bike" - despite everyone agreeing it was a value. I spoke to someone else who tried to treat me like an idiot and refused to send the wheels. I then had to go back through the insurance company to get Wheelies to send them out and fulfill my order. Another two weeks passed and the wheels eventually arrived.

So, am I happy with the bike? Well no, since the rear mech snapped clean through on the third ride. This is obviously a manufacturing fault or the bike took a huge knock before it reached me. Photos supplied to Wheelies, several e-mails, a week passed again, chasing phone calls, and the result so far is nothing apart from a promised call back which I know I will never receive.