In other words, CYA 'cause if people knew exactly how bad your service was, somebody's head might roll.
Ironically, this is precisely the attitude that prevents companies from improving their product. Such a shame.
That's not ironic; the goal of a company is not to improve their product; its to SELL it. "Profit, corporate reputation management and empire-building" support selling; product improvement may or may not, depending on the market and the improvement.