If you're not getting your CPU and you're calling about it, they have absolutely no visibility into the system, and no ability to actually check what's happening or do anything about it.
So, they have to say something to get you off the phone, and that line sounds as good as any to get the majority of people off the phone.
Basically if I'm in a CPU situation that should have cleared but hasn't, I give them two options -- manually upgrade me, or file a bug report. Some argue, but I insist, and I tell them there are only two possible outcomes for the call -- a manual upgrade, or filing a bug.
Of course they could still BS me and tell me they filed the bug without filing it, but that's what I go after.