Not saying OP did this, but one can imagine using adjectives to hint at competence or lack thereof here.
FWIW I have no dog in this race. Parent comment just got me thinking.
Is it right or wrong? Probably not great. I don't do it. But I get how it happens. Probably not nefarious, just a little tonedeaf.
I don't know, but if that's the intended question then it'd make sense to ask that (which someone else already did, so I recommend upvoting if you're interested).
The question whose point I don't get is the one I responded to. It seems absurd to ask "why did you do X but not Y?" when doing Y would've only left you more dissatisfied.
But I find it curious that why you're pressing on interrogating me like this. Why the inquisition?
But that's the thing -- is the GP's problem really the difference/inconsistency? Is that really what they're trying to highlight? If it is, then I agree, but that's what I was trying to clarify, because it seems more likely to me that making it more "consistent" could've left them unhappier.
The real weirdness is why OP thought that the front line customer service drone was a "middle manager".