Customer service's job is also to make the company not look bad. If you're fully honest about something as ridiculous as the CEO not letting you have your car,

Customer service's job is also to make the company not look bad. If you're fully honest about something as ridiculous as the CEO not letting you have your car, and then proceeding to not answer your calls because no one knew what to do, that makes the company look terrible. If you share that kind of knowledge, the customer might end up writing a blog post showing how incompetent the company is, and that blog post might make front page of Hacker News.