I used to sell these extended warranties for a well known major English brown and white goods retailer. The pressure from the management to sell these was incredible and your percentage warranty sales would affect your job prospects. We were unofficially told that 90 % of the revenue generated from these sales went to profit and 10 % went to the service department. When customers phoned the service department it would often ring out, or the customer would be put into a lengthy automated messaging service, both with the goal of making the customer give up.