This issue has come up several times for me, too. I don't know whether responses are dictated by a computer screen, but somehow CSRs can get stuck in a rote procedure that may make sense in most circumstances, but not quite all circumstances, but they seem incapable of going beyond the steps and procedures that have been set out for them. My impression has been that they don't have permission to vary from a strict, literal interpretation of their instructions. This can be very frustrating. My last interaction with CSRs was my attempt just a couple of weeks ago to get my broken remote control replaced, under the protection plan, and it took me an hour -- yes, really an hour -- going through pointless diagnostic procedures that couldn't possibly have shown whether my old remote was broken. It made me very angry.
Sometimes, common sense has to superceed whatever script is written on a computer monitor.
And then there's the problem that CSRs can't order specific parts for you. Why not? There's no place on the screen to put in a part number. This is obviously not the CSR's fault.