Customer Service

I just felt the need to blow off a bit of steam. When I think of the words "customer service," I think of people being paid to HELP you with your problems--to serve the customer and do what is necessary to retain a person's business.
Why is that so hard for some companies? I am having cell phone issues DELUXE, so I called my cell phone carrier (will remain nameless since I do not want to be a basher) to see if they could help me out. My brand new Razr phone (purchased about 10 days ago) is already giving me fits--battery dies within 2 hours of fully charging it, and today I could make and receive calls but no one could hear me.
Just peachy.
They tell me to go to the nearest store and exchange it for something else.
Alrightyroo. No problem--or so I thought.
I go in to the store (now mind you I have all 3 kids in tow and am already a bit frazzled) and they proceed to tell me that they can do NOTHING about switching out my phone since I ordered it over the phone and didn't purchase it through the store.
WHAT?!?! You can't be serious.
I drove home in a complete state of anger. I fed the kids, laid them down for a nap, and called the cell phone carrier again.
It has now been 2 HOURS and I am still on the phone with them. Every "customer service respresentative" has had a different story. I have been hung up on twice, transferred numerous times, told to call a different number, had a lady try to program my phone (which has NOTHING to do with the problem), and have had multiple people tell me that they can't help me.
WHY?? Why is this such a hard thing? I just want a different phone--for the love of Pete!!
I finally called the cancellation department and am currently waiting on them to fix the problem. I find it quite funny that the only time I am able to get anything done is when I threaten to cancel my service.
Is that what customer service is about? Making a woman crazy by tossing her around from person to person until she throws her hands up, crosses her eyes, and screams? Is it all just the way the system works?
I really don't know if a cell phone is worth the wear and tear on the hen's bum, if you know what I mean. LOL Hopefully I will have resolution soon...I am persistent, and I WILL outlast them.