Yes some agent are really crap, I think you should ring again and hopefully get a good one. Below my experience with one a few weeks ago:
Post PPR, after CIC sent my passport back to me, Canada post failed to deliver my passport and returned package back to sender, they didnt give me any reason. I was able to track package online, it said "package successfully returned to CPC Ottawa and signed by Mr Bogeat". I called CIC to explain what had happened to the agent and asked what I should do next, she asked for my UCI and said " You applied in September, your application isnt six months yet so call back when it is six months". I was really angry, I told her she just proved she didnt hear everything I had said because she was fixated on giving me a generic answer. She said "what?" I said " Yes because, my application was made in June and I am not calling you for an application update, just rightfully worried about an error that occurred that resulted in me not receiving my passport after the PR has been stamped on it". She then said actually, it was your work permit extension that was in September, so I told her to listen to people who call next time as that is what she was employed to do, and I hung up.
I rang back immediately and got a very nice older lady that apologized and said it was CICs fault (they had removed my flat number from the return address) and promised me that they will look into it and get back to me, I got an email from CIC the next day and received my passport the next working day.