At least we agree on one thing, an engineer turning up would be funny, but not for the reasons you're thinking of
Being talked down too by a call centre agent is not just bad customer service, it is BAD. You take the risk that working in a customer facing role that you will get somebody who won't just take your script as gospel and some will know better than the agent with regards technical aspects and will challenge what they are told - that's exactly what I did.
Does strike me as odd that you are defending them so much despite not working for them, did some nasty man say bad things to you? Ahhh bless.
