When a company outsources their customer service, it is sold to an other company. This company's business idea is to keep their customer - the outsourcing company - happy. That means they do what their are asked to do - in this case to send the phone back; there is nothing else they can do. If Nokia starts to loose money when customer service is promising too much, they will move on to use another company. Critizising an individual person who just did what he/she had been told to do leads you nowhere.
Send feedback to Nokia that their partner in customer service is not doing a proper job.