How does a sales person not know their product?

I sent a sms for the upgrade for an Explora decoder. A lady called me and I didn't know my customer nr. Later a man called me back and we decided which deal I'd like (R849 pm) but the man couldn't tell me what the warranty covered and what the insurance covered. He kept on telling me that I needed to find that out for myself. I mean WHAT? Why am I then talking to the man? The more I asked him the more he told me that he doesn't know and he doesn't wan't to give me the wrong info. I asked him to please find out and come back to me. I'm still waiting for his call back.