If you tell the customer "It's down" or "Down for maintenance" you will absolutely get some who tell you "Just turn it on for me and give me my ice cream". If you tell them "It's broken" then you don't get that.
Even though it's a valid distinction, I'm not sure it's one that's valuable to the interaction being described.
Even though it's a valid distinction, I'm not sure it's one that's valuable to the interaction being described.