Absolute Ignorance of Customer Service

We send car mirror glass with Fastway and have been doing so for 2 years. Now for the first time one of the mirrors arrives at our customers literally broken into pieces. We don't hesitate, we send him a replacement mirror at no cost and at no charge for the courier. It's called customer service, something I'm afraid that is a total anathema to Fastway. We claimed for our broken mirror only for it to be declined due to insufficient packaging. But the lady in question,Rina, doesn't seem to care one bit that it is packed into a specially made heavy duty card envelope, put into a satchel and then a large sticker with the words Glass Take Care is put next to the address. You can't miss it. All she kept repeating was no-one sends a mirror in a satchel. Doesn't want to know anything else. Maybe I was rude, but when someone just does not want to listen to you and keeps saying the same thing over and over again. And she told me that as a customer I was wrong!!!!!! Lovely customer service.