[Kong]

I used to work for MS tech support. I sent out those form emails for a couple months. Dudebro is right. You read the email find a problem that best matches and send the best preformatted response you have. Nearly all companies do the same. The tech support are supposed to realize when they do not have a pre-written response for your issue and then try to solve your problem themselves. Problem is they get in a rut since 90% of the problems actually can be solved with the form mails.