Netatmo/Amazon sells unpaired thermostat/relais out of the box

Hello everyone.

This is an embarrassing situation since I dont know whose side is lying.

One thermo/relais I bought less than a year ago kit broke under warranty, as the Netatmo agent confirmed by running diagnostic by remote, and advised me to ask for a replacement/refund to Amazon since that's where I bought it.

I received it and installed it in the most straightforward of ways, and thermo and relais couldn't match. I tried the customer support chat and the AI (which is terrible) relayed the info to a customer agent that stated that the pairing is uncoupled since that relais only speaks to a specific thermo code which wasnt the one I found in in the box, and advised me to ask Amazon for another change.

Now, this can only be due to a mess-up in Netatmo storehouses, or either Netatmo or Amazon are reconditioning pieces and put them together without pairing them. The box I received was sealed and looed new, for what's worth. I called Amazon and the rep absolutely denied them selling refurbished products as new: they receive their merchandise from Netatmo and sell them as-is.

Whatever that may be, I bought another thermo kit, AND ALSO THIS ONE DOESNT WORK BECAUSE THE PAIRING IS WRONG, as the agent confirmed to us.

What is going on?