Memetic,
The main problem is the retailer who my contract is with - as far as I can tell thier customer care team are actually mainly there mainly to try and talk you into giving up your claim. e.g. Insist you write to them, then when they call back (if they call back) the front line staff will not confirm conversations or decisions in writing etc. Very tedious.
Sadly to say, that is probably very true.
Take Care,
Richard