In the report it was second line and they consulted some other authority (manual, person, we don't know; could have lied) in order to provide an answer to the question of whether the keylogger was installed by Samsung.
Why do they want him off the phone, don't they get paid according to customer contact time? The longer he's on the phone the more money the company makes.
For tier 1 or 2 support, they are also working off a script, and very few reps actually know what's happening outside of that script. Forcing them off script is the quickest way to get bad information and for them to likely get punished.
The only times I've had to ring support have been to get recovery disks or initiate a return or what have you. However on those occasions they always wanted to walk me through the whole script ("yes I turned it off and on again, send me the disc please, yes I checked my network cable, ... could you ..., yes I ran check disk, ..., etc., etc.").
But then at €1.70 or whatever a minute I kinda expect that.
How do you lose money when they're billing at sort of rate? How do you make more money by completing calls quickly?
Prepaid support obviously different.
The scripts are designed for solving issues that novice users have. That said, you are putting the rep in a position of possibly getting disciplined if you try to force them off script. At least at some of the places I've worked in the past. (I don't do support now, this was several years ago.)