Why do Amazon make it almost impossible to apeal a product condition complaint. Can a MOD offer any help? (Complaint type: DEFECTIVE)

We received a single product condition complaint which has led to one of our best selling products being removed from sale.

I've tried to apeal the complaint 3 times giving detailed analysis on what could possibly be the problem along with photos etc. The product has over 4 star rating and a rating of "Good" in VOC and yet one person has been able to pull it down. To our knowledge the customer in question simply wanted a free return and there isn't even an issue with the product. It's rediculous.

As always, after we've submitted an apeal, within minutes we seem to get an automated refusal saying we haven't addressed the issue.