Well, if they responded within a day, the answer would be something like "we'll look that up".
Because they waited for almost a month, they can confidently say something like "we thought about your issues thoroughly and we are ready to take some actions to resolve them".
Once you strip out the fluff, those sentences are effectively identical. It's not like they said what they'll be doing. Just a bunch of hand-wavey "we're working on it".
Sure, they had a more meaningful response, but a public response immediately saying "We hear you, and we'll have a more detailed response after we look things over. Thank you." Would have sufficed and been way better for their case.
Ignoring your users just to spend a month writing a response to those users is not in the best interests.
Because they waited for almost a month, they can confidently say something like "we thought about your issues thoroughly and we are ready to take some actions to resolve them".