Sony Ericsson :: SEUS Customer Care Need Training

OK today I was given a replacement Elm under my insurance because for some reason my Elm's speaker stopped working. Anyway got replacement fine all working well. I noticed the replacement had the previous firmware so I decided to update it using SEUS. Now after updating & setting up the phone again I noticed the clear voice & noise shield function had vanished I looked all through the menus & also during call menus but nowhere to be found. So I reinstalled AGAIN only to be greeted with the same problem. I called customer service number & got through right away. Spoke to a Scottish lady who had absolutely no idea what she was talking about. I knew that I was right & she was wrong. She went on to say that the clear call & noise shield function is NOT a feature of the Elm WTF? I said the feature is advertised on the website for the Elm & on the bloody box At this point I asked to speak with someone else & she went off to speak to someone & came back to repeat the same thing again I said how can you say this about it's not a feature of the Elm when it's advertised as it is? She then said when we send out the generic phones we don't put that feature on the phone it's the stores that do? At this point I just gave up & said forget it Has customer service always been that bad? I have not called them for many years but today was shocking