In addition to the above, low level CSR's (Customer Service Reps) have no authority or ability to alter standard processes.
They are basically just 1 step ahead of you in reading the text on the web site. Anything. more complex is just out of their realm.
In most places the CSR turnover is about 200% per year (average of 6 months on the job.) Unless it is outsourced to India, etc., in which case they are even more remote from any of the company management..
You can often identify alternate sellers on Amazon - Adorama, JR, etc. Call one of their stores, talk to someone who works retail there, they will help you