Amazon support has to deal with a lot of cases, so for this purpose they keep sending template replies, if you have an issue that requires urgent attention try to call Amazon support
Because there are much cases on the amazon which need to solve so due to this reason amazon will sending the templates replies so if you have any urgent issue then you can make a call to amazon for solving the issue as soon as you need.
try to convey your message in an effective way, there could be a problem inside your message. rephrase your case log or whatever you are doing, they’ll understand after that.