What it boils down to is the scale that these organizations operate and the limited investment in customer service means that CS operations can't spend the time to understand problems. They build a decision tree that doesn't capture the subtleties of the real world and then implement it in a draconian way giving no autonomy to the people implementing the decisions. This is how a Strad copy violin can be seen as a fake when copying Strads has been a common and accepted practice for centuries.

I always said that the service of all online companies is great until something goes wrong. How they handle mistakes and problems is the real test.