[mothered]

So I contacted them via chat again, and the same thing happened but I asked to escalate my claim and so they did

Good, the assessment Is In progress.

I said I don't know but the product never worked upon arrival so it may have been a shipping error.

In future, don't elaborate/suggest when there's no reason to do so - It may end up working against you.

She said to contact the manufacturer

Amazon Is missing the point of your request.

If contacting the manufacturer was your Intention, you wouldn't have asked to escalate your claim. The purpose of an escalation, Is to re-evaluate claims by handling customers who're unhappy with the way they've been treated and the lack of service they've been provided.

If they want the said Information, the escalation team can get It themselves. Be sure to tell them that and of the utmost Importance, reiterate that you've purchased the product from them (Amazon), therefore they're obligated to handle every facet related to your claim.