Yeah, reminds me of anecdotes from the Dan Lyons book [0] about Hubspot. There was the shiny fun stuff happening "front of house", but back in the boiler-room it was ugly. And everyone gets shown only what they need to see to make them feel happy/sign/pay, and nothing else.

No-one actually wants to know how the sausage is made.

[0] - https://www.goodreads.com/book/show/26030703-disrupted