I think you might be reading too much into the tone of this response :) It is very much possible that this email was written by a non-native English speaker. And I deal with Amazon on an almost every day basis, so I know there are plenty of them handling customer support.
And they have a tendency to make it look like Amazon will come down heavy on agents who give inaccurate information since, well, they are very proud of their quality of customer support (rightly!).
But it does highlight the fact that probably these emails need to be screened before going out to customers :)