Not to be pessimistic, but I doubt that leaving quotes in the notes on customers is a rare thing for any company. I worked customer service for a large US Cable company, and although we didn't leave direct quotes in the notes, we often left "over-descriptive" notes on each sub (customer), detailing exactly what was said in a rather humorous manner.

My favorite note on a customer account that a friend of mine encountered:

"Sub Hung up. Thanks! :D"

Yeah, tech support people tend to turn pretty evil out of desperation for amusement in their generally hideous job. I'm starting to think it doesn't matter what the company as a whole thinks of customer service; tech support and on the phone customer service is hell either way, and we are going to get bored and malicious.