It's also entirely possible that the Japanese translation team didn't put the guidelines in the right place for the bot to follow them. Or there's a bug. Since another commenter says it's following guidelines just fine.

> I would consider it outright insulting if someone who ostensibly "wants to help" doesn't know basic information like that

Well, the person who wants to help is a customer service manager in Indonesia. They presumably are not the leader of the machine translation product. They are trying to get more information so they can, you know, escalate to the right people.

So how is that "outright insulting"?