Doesn't Spotify already know which Car Thing devices have been used, by which people, and the contact/billing info of most of those people? If so, then why mak

Doesn't Spotify already know which Car Thing devices have been used, by which people, and the contact/billing info of most of those people? If so, then why making people contact them? And also bumping people away from normal customer support, to "specialty advisors"? This isn't looking like good faith. Is Spotify's market position now strong enough that they don't have to care what people think of them?