I had something similar happen with Verizon (incorrect information given by a store manager) which resulted in us making an incorrect decision. After nearly five hours on four separate phone calls and three visits back to the same store, Verizon would not budge one bit on the ETF. They would read their required scripts and offered to take 20% off the amount we owed. At one point they hung up on me after 30 minutes because they said they had exceeded the time allowed to handle phone calls.
With that being said, we no longer do business with Verizon. I know this is apples/oranges compared with the OP's post, and you could insert most every companies name in place of Verizon, but it's a sad state when you see the same thing happening over and over again with the same company.