the help desk is outsourced. They don't know anything more then we do, at least in what features Philips will add.
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