Yep. I worked at a toys r us in high school, and can say that selling toys was a secondary priority. A sales associates main purpose was to sell extended warranties offered through some bullshit 3rd party.

I don't know how prevalent this was, but I was trained to lie to customers in order to sell them. I was told the warranty would cover any damage to products at all, and 5 months in I finally read the fine print and realized I'd been used to scam hundreds of people. Quit shortly after.

The same can be said of many online service companies who use outside expertise to do the actual work and mark up their services to cover the cost and essentially profit for by talking to the customer. Welcome to the real world.