Poor customer service

Rain is one of the leading network providers in the country. However, their customer service sucks. The accent of the consultants, is just something else... My adapter is broken (power supply), and I've been phoning to arrange a swap. Everytime I phone they tell me the same thing "we'll escalate your case to the Logistics". I am surprised to find that in times and an economy like this - there are still service providers who do not prioritize their customers.