Asking the same questions the customer had asked, they got the same answers - the same wrong answers. The boss quickly called again, got a different customer service representative, and asked such leading questions that he was guaranteed of correct answers, which he got. You just need to ask the right questions. Avoiding problems, pretending that they do not exist, is no way to run a business. And yet that is how so much of business is run.
Information is withheld or dropped because it is too hot to handle.
Promotions, raises, bonuses, the goodwill of the boss - they are all on the line for the employee who tells the boss the truth. The higher your position, the farther you have to fall. The greater your salary, the more you have to lose. This is why honesty, like oxygen, often becomes thinner the higher you ascend. Andersen's dishonest tailors told the court and everyone else that the magical clothes being made for the emperor would be invisible to anyone who was either a fool or unfit for his or her position.