This is actually pretty normal. A person I know worked for FamousCompany's support, and told me that the support system was buggy (which is highly ironic, since

This is actually pretty normal. A person I know worked for FamousCompany's support, and told me that the support system was buggy (which is highly ironic, since FamousCompany is high tech, while the (bottom of the barrel) support system and (unqualified) employees are third party), but they couldn't say this to the customers, so they had to say b.s.