Unless they were told to specifically say what they did, which seems unlikely, the chance of a first level technical support person having any clue what sort of

Unless they were told to specifically say what they did, which seems unlikely, the chance of a first level technical support person having any clue what sort of QoS policy is implemented on the network is basically zero. That sort of person would not have access to see such things directly and wouldn't have the skill set to interpret configuration.