The call center people seemed to me to be given a script which requires them to keep saying it is your problem not theirs.
Someone once told me that they allegedly get paid on results and penalised on escalations. Which is why they are keen to mark the ticket as resolved ASAP, and demonstrate robust resistance to escalations that need to go beyond their line manager in the call centre.
All unverified of course, so might be utter nonsense.
