I'd similarly think a reasonable person wouldn't expect that they're agreeing to never file a lawsuit against the company and to instead always go through arbit

I'd similarly think a reasonable person wouldn't expect that they're agreeing to never file a lawsuit against the company and to instead always go through arbitration, even for the product in question. As the article notes, most people don't know the significance of the agreement. Perhaps said another way: if someone is going to go skydiving, it's reasonable to assume the thing that you're signing is to say, "I won't sue you if I get hurt," but it's a different thing to be sitting at a computer and agree, "I'll never sue you for any wrongdoing," when you sign up for some wholly digital service.