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You all may be right about rudeness just being a tactic to get what you want.
But I also know that a lot of companies are understaffing and undersupporting their customers service operations, to save money. So they fight fires: ignore the minor problems and polite complaints, and respond only to threats. Which was your experience.
And sometimes it's just company policy. I know a commercial insurance agent who just will go ballistic when he talks about one insurance company he used to write business for. Whenever he would file a claim for a customer, they would deny it.
Almost every time. And when the client's lawyer sent a letter and/or threatened to sue, they would pay. Just about every time. They were just trying to see what they could get away with. There's that ethic now in business, too.
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