the help desk is outsourced. They don't know anything more then we do, at least in what features Philips will add.
therefor the
We can only assume
in the sentence. Also (like a typical helpdesk) they probably don't get to play around with the toys, they jus have a FAQ database that they look at. So they might not even know that the 3000 is based on the NEO and not the 2000.
I would put a lot more confidence in Daniel's comments then the ones of the help desk
