Broken Keyboard return Question

I recently bought the blackwidow elite. unfortunately some buttons dont work anymore and i already reported it to the razer support. after a few emails the support team sendet me an email with a guide to cut the cable and the serial number on the bottom of the keybord. i just wanted to make sure if it is a common thing that razer does or if it is from a spam/scam email that picked up my email and asked for it?