Apple Tech support online chat

I was asking several questions the other day with an apple specialist on chat support about the differences among mac computers and after a while, it seemed, that the person I was asking questions to suddenly cut me off and disconnected me from the server. I've heard that they do this on purpose and get away with it. A customer service representative's job is to answer those questions, no matter how boring they could be and assist less tech savy customers by giving them adequate information. I wonder if apple is aware about what their employees are doing.