Voice of customer on generic item sold

Hi Guys,

I was wonder if any one can offer their help here.

I was browsing through my “voice of customer” and found this 1 annoying red dot, I clicked on it and found this note.

“This offer may be closed soon due to negative customer experiences. Please review your recent NCX feedback below and take action to improve this product or listing. Find out about actions that you can take.” Please bear in mind this not my item it’s generic if I can put those terms.

The issue is customer do not realise
1- One it’s wired item therefore would need to connected to their product in order to work.
2- They do not follow the correct process how to synchronize it with their device.

I technically have to reiterate that it’s wired item and they would need to follow synchronization process outlined in page 8. Find attached instruction manual directly from the manufacturer website.

One managed to solve the problem however the other has gone silent only has yet again confirmed it’s allegedly faulty which could potentially the case.
I have asked Amazon to revise listing and asked them to add “wired” onto the product name in order to minimise the confusion.

My question to you is that why would seller be penalised if an item is faulty or has manufacturer defect.

Please can you help?