Rule #1: You don't joke with people about Tech Support.
Rule #2: You don't joke with people about Tech Support.
I strongly suspect some employee was having a very bad day and lost it big time.
Nice story they came up with to explain what it was "really" all about.
'Scuze me for being so cynical, but nobody in support that has a quarter gram of brains would ever dream of pulling a stunt like that, hence my skepticism about the "official" explaination
Just my tuppence.