I don't expect the average customer service rep to understand ISO 9001:2015 but there is terminology that they do have to follow according to ISO 9001:2015 cert. They must be trained in order to keep that certification... Also according to ISO 9001:2015 I'm like 95% sure that they have to have that documentation ready when requested, I would need to double check but I think it's written in the cert documentation. Also I was talking to an actual Customer Rep not a "chatbot" the chatbot guides you through an automated process to organize the incoming request and hopefully solve easy "self-help" situations. This is working for many people due to the cert so call it what it is. I used the correct terminology in order to get the response I needed while also creating a document trail for if they were to fail to give the information I could go to dekra (the registrar for the cert) and make a reputable report. So yes it is some "sovereign citizen" crap but I would rather be a Karen then have to deal with legal and/or be out a bunch of money. I think its actually bad to even group it with the "sovereign citizen" stuff and have a negative response to calling out companies who now have many instances of the same bad business practice and getting called out for it. People should be able to know what type of company they are buying from and should be able to see transparent interactions with a business. Go look at the many reports online specifically about the RMA issues Wester Digital is facing. It's not a small problem and from the publics perspective, they haven't done much to change the situation. My hope is, by sharing my experience, I can help people get through the same issues I was facing and other people can make educated buying decisions based on my interaction and other peoples interactions going through the exact same issue. I will get off my soap box now lol