What do "Left Word" or "Customer Called" really mean in ESC?

[EasyMac308]

So I've been using the IBM / Lenovo Electronic Service Call for oh, six or seven years now. The one thing that's always driven me nuts is the comments. For example:

LW 	05/15/2012 09:05 	P 	Left word for customer. Indicates the provider of service called and left word for the customer.  
LEFT WORD
CC 	05/15/2012 09:05 	P 	Customer called. Indicates that the customer was called.  
RC 	05/15/2012 09:03 	P 	Received Request. Indicates that the request was entered into the Service Request Manager system.

Now, things always end up getting fixed eventually, but it has always left me a little irritated that they're claiming to have talked to me, when they have not spoken to me, emailed, or anything. In fact, I wouldn't know progress had been made if I hadn't come back and checked.

I hope that actively lying on requests is (edit: *NOT*) encouraged, so giving them the benefit of the doubt, what's actually going on in the trenches at Lenovo support when they use the LW or CC codes?