That's like if a car mechanic was also a used car salesman. And there was a law saying he wasn't allowed to make any money off his car repairs. And he's the only car mechanic in town. Do you think he's going to be honest with you about your car's problems? Or is he going to decide to eat that week and tell you that you've been running without blinker fluid, and sadly, your car is now totaled? Needless to say, customer service reps make that choice on every call, which means the difference between "leaving information out" and "lying" gets a bit ... blurry.
"Don't worry; our insurance covers rhinoplasty."
"From very early on, we are told to sell sell sell to as many people as possible, but we aren't given the info to make sure everything works properly. Let's say an older couple has their phone number for 30 years," says Todd, another Comcast representative. "They call into Comcast to make sure everything can transfer and are told, 'Yep, it won't be a problem whatsoever.' The representative assumes any errors will be taken care of when the customer calls in to complain, which they don't care about because they get to enter 'order completed' into the computer, which means they get their commission."