If I recall correctly, moving apps to sd was a feature of froyo or gingerbread (can't remember which one) that was disabled with ICS. I remember doing it on my old Droid Charge 2 years ago. With fragmentation across many devices with many being left on these old OSs, it may not be technically incorrect for the rep to say it given the context. But you are right that it should not be assumed to be true on these newer devices.
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Current Devices: Nexus 5, HP 14 Chromebook (Data Enabled), Google Glass, (2013) LTE Nexus 7, Chromecast
Retired: Samsung Fascinate, Droid Charge, Galaxy Nexus, (2012) WiFi Nexus 7, Asus TF700, Nexus 4, Logitech Revue