While 99/100 times I get a nice CS agent at whatever company I am calling up, it comes down to power and the type of company. Most CS agents at large corporations don't have a lot of power to just deal out whatever the customer demands. There is a script they have to follow and will get in trouble/get fired if they offer more then they are allowed to. For larger companies in oligopoly/monopoly markets, there is no competitiveness for the company to keep a customer, hence the lack of good will/compensation for something.