Back in the days when there was such a thing as "repair", a friend of mine worked for a TV repair shop. He would often get calls from someone whose TV would not turn on. He knew if he asked the potential custormer "Are you sure the TV is plugged in?" the caller would say "Do you think I'm an idiot? Of course it's plugged in!" and he didn't want to have to make a service call and discover that the TV was in fact not plugged in and then have to charge for a service call -- not good customer relations.
So he'd tell the caller: "Some TVs don't work if the plug is in the socket upside-down. Try unplugging the set and see if it works if you plug it in the other way." The caller would go to do this and discover that the TV wasn't plugged in at all. The caller would come back and say "Yep, that was the problem! Thanks!"
Allowing customers to save face is a good way to build a customer base for when there are real problems.