That's very common nowadays. Companies who do not care about self quality but only about easy money employ outsourced unexperienced staff who have no idea about the products and services they offer and they do not take an effort to learn (or/and they are overwhelmed by load of work or/and they don't care) so they just do simple copy & paste. I had recently to deal a few times with such situations. And yes, sometimes good support means a lot.
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