I guess this is what happens when companies merge, or when overseas branches have the autonomy to run their own independent websites. Farnell UK clearly provides a really good customer experience, but across the group as a whole it seems to be rather varied, apparently all the way down to being just plain bad in some places.
All I can say is, politely hammer away at them to improve. If you get no joy, "escalate"!!!! 
At some point in the escalation process, a managing director finally gets annoyed because the complaints are interrupting his golfing concentration, and changes happen. ;P
PS. From my experience as a software contractor, it's not uncommon for some software teams to be just downright appalling and incompetent, and unfortunately escalation is the only way of solving that. They are simply too incompetent to realize that they are incompetent, so asking them to improve things just doesn't work. It requires the assistance of a boot from upper management to break through the complacency.
PPS. On the positive side, it's almost universal that everyone (except the few clueless) wants everything to improve and customer experience to skyrocket, because after all, happy customers means more sales. So always provide polite feedback and escalate if nothing seems to change. It's mostly welcomed.
PPPS. The above PS's are generic, and I have no idea if they're relevant to the current situation. 
Morgaine.
PPPS. The above PS's are generic, and I have no idea if they're relevant to the current situation.
Well, you seem to know my local Farnell branch very well 
Since years they refuse to deal with individual customers. Currently the RPi must really interfere with their golf handicap. Serves them right.
