Who is the email from? Seriously. If there is a problem with the measurements they are responsible for that. If the email is from a customer service agent/manager then the next email needs to go higher up the chain of command. Sounds like someone is covering their shoddy work to me. Doesn't put me off the tool completely but it annoys me that they think it is "good enough" when it is such a simple fix and should have been thoroughly investigated.
Sounds to me they think if they repeat a lie enough people will believe it is the truth.