Yes, I would have guessed that complaining something is sold on the platform wouldn't get you very far, that's way outside the range of a typical customer support rep. They have a place to report IP infringement, and I suppose counterfeits would come under that umbrella, but it's for the rights holders only to use. Not customers who might have purchased one or noticed one listed.

For standard run of the mill customer support they're still pretty great. I was shopping for new wireless earbuds last fall and tried out a few different ones. 2 of the 3 were defective and I didn't like the third-- they hurt my ears to wear them.

For the two defective ones, I'm not sure why but the normal return button wasn't available and I had to go through chat support. I explained they were defective and I wanted to return them. They told me they'd issue the refund, no need to actually mail them back, so I didn't have to go through that hassle. And these were high end ear buds, a total of $400 worth of tech.

I have on of the not-sought-after Horowitz and Hill CE (counterfeit editions) [1]. Amazon was like, "lol, that was a marketplace purchase, no refund!" even though I just clicked "buy it now, prime shipping!" from the main product page.

Amazon sucks. It should be broken up.

[1] https://artofelectronics.net/the-book/counterfeit-editions/

Do you expect customer service representatives to evaluate your legal claim?

What a weird assumption.

I expect them to at least collect the information that I received, or suspect I have, a counterfeit item, when I go for a return. They don't even bother to do that.

I expect them to listen to my non-legal-code claim of "this is the wrong product".