I've always guessed that they are able to tell when you called/what you called about, but they simply don't give that level of information to their frontline folks.

It might be because its in their interests to do so.

It is our problem that needs fixing, so we can just wait untill either they redirect us to the right person with the right knowledge who might be one of the higher ups in the call centers. Or we just quit the call. Either way, it doesn't matter to the company.

Plus points that they don't have to teach the frontline customer service more details too and it could be easier for them to onboard new people / fire old employees. Also they would have to pay less if they require very low specifications.

man I remember the is 0.001 cent = 0.001 $ video /meme of verizon

https://www.youtube.com/watch?v=nUpZg-Ua5ao