That's Amazon Seller customer service. You sell a product with a 5x markup, so when your crap build quality and nonexistent QA end up shipping bricked devices or they die prematurely, you replace it for free no questions asked. People are so surprised by it that they leave glowing reviews, and that sells more product.
One of them broke, and there was a button in the app to report it. I kid you not, a replacement arrived the second day, free of charge.