I gotta admit I think there is some deliberate lying lately. they get paid to make the sale and I think many do know what they offer is not correct. and since the installer on scene is the person who has to deal with it there are not enough repercussions to make the practice monetarily disadvantageous to the csr.
"thinking" someone may be lying and blatantly smearing their character in public by accusing them of same, are two different things. Discretion is the better part of valor, even though some of the drama is lost.
It is always better to assume the most charitable of explanations for "misinformation", when confronted with these kinds of problems. It certainly lowers one's blood pressure.
I can't tell you the number of times I have been faced with retail electronics sales people who say the most absurd things when trying to explain something (be it policy or how a device works), because they feel they are on the spot, or because they just don't know any better and that is how they have operated throughout their lives. They just blurt out the first thing that comes to mind, because that's what they have always done, or to escape the discomfort of not knowing what the hell they are doing. They are not lying, they are escaping or merely on auto-pilot. They don't even have the immediate awareness to evaluate whether what they are saying is accurate or not, they are just hasty, or want out of an uncomfortable situation.
They aren't lying most of the time, rather, they are either clueless or actually desperate!
The relationships are not reciprocal. Most misinformation is not lying, while all lying is misinformation. It's all about intent, which is very difficult to discern, and the evil of which one should reserve for the most egregious of situations. One should not just plop out there this accusation for every mistake that underpaid, under qualified regular joes and janes lost in the sea of a technology driven retail business, make.