The appropriate action is to privately message, show a little empathy and then ask if they recall how they set up the wallet. This would have been a great opportunity to learn how to improve the UX if they found people were using the device in unexpected ways. Attacking a customer because they "probably" were dumb and are trying to blame it on the company is malicious. In hindsight, I don't think even a company like Ledger would do that.

They knew. This was intentional