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I think it's neither - but possibly has to do with some aspects of Japanese culture. After having traveled and worked in Japan for many years, I learned that often when a Japanese colleague or friend says yes, it means "I have heard what you said"; and does not always mean "I agree with you" or "yes".
I think the first line customer service reps are just listeners with absolutely no authority - they merely report to the next level (and they are very nice!).
In my case after many conversations, I have finally been promised a replacement for my defective Libra 2. This is after almost 4 weeks of silence although I'll believe it when I see it.
They probably have several layers of management to go through (again typical of Japanese businesses that I have seen) and very few decision makers. It's not typical of a well-run business (contrast Amazon ) but I don't think it's malicious.
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