[Someone1234]

I believe the point is: "WHO is responsible when the user uses this technology incorrectly?"

OP's position is that someone else should reimburse them for their own errors. Are you siding with the OP and suggesting that if a lawyer, doctor, or teacher misused the technology that they too shouldn't be responsible for it?

Because that's the crux of this. Responsibility.

[oneeyedpigeon]

No, I totally agree that (mis)users of the technology should be responsible. The terrifying thing is just how much faith people in society are putting in this tech.

[ebiederm]

Since when has following the advice of a customer service agent been using technology incorrectly?

It might not be the sole responsibility of the customer service agent, but it is certainly their fault for giving bad advice.

It is completely reasonable to rely on the public statements of a company.

That said unless a someone at the company steps up, this seems like an issue for something like small claims court.