You're confusing what customers want with what satisfices them. If customers saw one bar and 3G all the time, that would lead to more complaints and worse image

You're confusing what customers want with what satisfices them. If customers saw one bar and 3G all the time, that would lead to more complaints and worse image of their service. The carrier is doing what's expedient to reduce support calls and placebo their way into "better" service at the least short-term possible cost: lying to the customer.