Who are these people & what is customer service?

Not so long ago we bought a new refrigerator with a major brand name. Recently we had a problem with it and so, while it's still under warranty, we called "customer service". (Oy!)

After several attempts, she found our account (under the number I repeated to her at least 5 times). By the way, you'll need to know here, that this appliance is in our home on West Drive in Hawley, PA.

The next step was to confirm our address, and so she asked, "Is this at We Street, in Howley, Panama?"

"What!?", I said, "Where?"

She repeated it again. I finally deciphered that she was reading West as We St. ...We Street. She mispronounced Hawley as Howley...OK, an honest mistake and then thought PA was Panama! Quite honestly, at this point I was dumbfounded and getting frustrated.

She asked what the problem was and I explained the problem with the door of our refrigerator. And then came the bombshell....."Is that the front door of your refrigerator?"

I told her it was and asked her which of the Shvaytag (fictitious name) refrigerators had a back door. She suggested that I hold on while she looks that up for me. (Who trains these people?) I asked to speak with a supervisor.