During college I worked in a call center providing customer service for satellite TV customers that had purchased an extended warranty.
At first I worked in customer service, and had to explain to customers things like, "No, of course the Protection Plan doesn't cover that. If high winds blow your dish out of alignment, that's covered, but if high winds blow a tree into your dish, which knocks it out of alignment, then that's an act of God, and is not covered." Many customers didn't seem to understand the concept of a "limited warranty" and complained, "But they told me it would be covered... blah blah blah." The fact was we charged $75 for service calls unless the fault was expressly covered by the warranty.
Later, due to a staff shortage, I ended up being cross-trained, and was shown the actual sales script we read to the customers: "From electrical to mechanical failure, you can rest safely knowing that you're covered by the Protection Plan. You will never pay for a service call or replacement part again, because you're already covered!"
I then understood why they separated the two jobs.