The directions for the hot rollers were intentionally confusing because Carl, the head of customer service, loved talking to frustrated women. The more irrational the better. There were many theories on the origin of this weird quirk, mostly involving his mother.
Then came Morris. Yes, he was named for the cat. He spoiled Carl’s sweet setup because he could explain anything to anyone. With Morris in place Carl’s parade of frustrated women ceased.
Carl tried to get Morris fired, but he was too well-liked. Morris talked the company out of firing Carl because that’s the kind of guy he was.