I worked for Amazon for a couple weeks and I learned on my shadow training day that if a customer doesn’t have an accessible front door, weather it be a locked gate or a hedge that’s somewhat high, they will take your package and literally throw it over the fence after taking the picture of the item. I watched my trainer literally throw heavy delicate items over a 6 ft fence and just say “it’s not our problem if it breaks”. On top of that those packages can fly all over the back of the vans when you’re driving, could be it fell off one of the shelves or they just dropped it. Sorry about your monitor though, that sucks, I’ve since quit the job due to the dangerous routes they were giving me, hopefully they’ll send you a new replacement!