It's the same strategy they've used for a long time now, deny knowledge of a problem, claim whatever you complain about is normal and "they all do that", claim whatever you complain about is your fault or the fault of some outside force that is not their responsibility, etc. Occasionally they get worn down when a customer refuses to give up and they finally do the right thing. The rest of the time it becomes necessary to sue them, which is something most people are reticent about (and they know that). It's the same strategy used by many purveyors of low quality crap, and it's the reason I swore off the brand more than ten years ago. Companies that treat me that way lose my business, and companies that do the right thing and just take care of problems immediately gain my loyalty. If everyone would do the same, we could either change the bad actors or run them out of business, their choice. Too bad there are so many people who just cave, then go back and spend another pile of money with the same people that screwed them.
JMHO - Jerry