If it is my responsibility to pay for something, then just say so. Happy to fix my own messes. But don't tell me it's fixed 12 times over the course of a year and then complain when I demand it be fixed for real.

Even though the people on the other end of that line aren't always technically savvy individuals or generally in a good mood, they are adults and should be told the truth so they have a fair shot at solving their problem and moving on with their lives.