Customer Service ?

We all know that most customer service is done by people who live in areas that are so far away that no one knows anything about the culture of the people that they are serving.
How are they trained? They seem to be trained to lie and to put off the customers so that the customer will just give up and not get the service that is being requested.
I have had the occasion to request the replacement of a defective part from two major companies in recent weeks. The experience was so completely opposite from the two companies that I have been astonished.
I will start with the bad. I needed a replacement spray head from a product that does seem to work to keep the ants out of my house. The company apologized for the problem and said that they would send an upgraded spray head. Well after two weeks I followed up and was told that I the part was shipped but that a second one would be sent and I would have it in three to five days. After another week I checked in and was told not to bother them for another week. Then I was told that they would not check up on it or get me to a supervisor but would maybe send my money back. The people just know how to delay and to sound good but not to really help.
The second company is so good that I will tell you who it is. I had a printer head problem with my Kodak printer. I called and the customer service representative stayed on the phone while I checked out the printer and when we could not get in to print clearly she had a new print head sent to me. I received the new part with new ink cartridges the next day. They requested that I send the old parts back and included the label and instructions for the return. The whole process took just two days from my initial phone call to the repair of the equipment and had my printer back in service.
Can every company do that? Maybe no but they can get service done in a reasonable amount of time and not promise things that cannot be achieved. I do not want the world I do not just want to be made to feel good. I just want to have the products that I purchase work or have the company stand behind what they sell. On those occasions when the product does not work they need to provide service that is quick and does solve the problem.