More like even if they looked at the logs they aren't about to replace an expensive box on the critical path when it's working well enough for 99% of their customers.

I once had my ISP respond to a technical problem on their end by sending out a tech. The service rep wasn't capable of diagnosing and refused to escalate to a network person. The tech that came out blamed the on premise equipment (without bothering to diagnose) and started blindly swapping it out. Only after that didn't fix the issue did he finally look into the network side of things. The entire thing was fairly absurd but I guess it must work out for them on average.