RE: ARF manufacturers afraid of??
On quality- Yes, they do cut every corner they can to save a dollar. But a dollar saved in manufacturing is $10 off the retail price. The manufacturers could put the same quality in their planes that a talented kit builder does. But who would buy a $400 ARF when the competition has it for $200? I wouldn't.
As for the original question, if you've ever worked in a service industry you gotta understand that the person answering the phone is on the bottom of the totem pole. If he shows the bosses that he even has a pulse he'll be moved up as soon as there is an opening. The reps for these companies haven't ever built their products. They have gone through the most basic of training and have been given a list of the most common problems and how to fix them. The good reps learn over time what to do and can tell you more, but don't expect to talk to an RC flyer who's been at it for 20 years.