what is customer service

I would like to say thank u to Pep reginal manager who helped me with the dstv problem I had. She was very kind and profesional. Since the dstv was not playing she told me to return it to pep. At that time I couldn't go bcos I was in durban. I went to pep last saturday. I spoke to the manager there trying to explian that the reginal manager said I should come to her and she must give me a new dstv. Mmm the way she looked at me wasn't pleasing. She started asking me questions and cursing me as if I have done somthing wrong. As she was saying all this thing. I said to her. It ok I'm living. I'm not going to take the new dstv. She dan toke it in my hand by force. Saying no I must leave the old one. I didn't want to take a new one bcos they way she talked to me ,was as if I did a big sin, she took it. I told her she must keep the new box coz the old one was damaged. N she said no. She want the manager to see everythng. Mind u all this in front of customers. Now my question is , is it wrong to complain if there is somthing wrong wit ur product. Why should we be educated if we not going to use it,should we turn a blind eye if we not happy? Should we be cursed for our education?