On a similar note, should a lowly customer service rep trained to respond to cancellation requests and login troubles be expected to address intellectual property rights?
If your cs reps don’t have this, your organization is running a big risk. Consider one party recording laws.
Let me refer you to legal should be a first day training thing.
The author didn’t handle this optimally and neither did the CSR. Should they need to? I’d prefer to live in a world where each party does their best to approach a happy resolution in spite of mistakes. In this case whoever reads the PR mailbox dropped the ball.
Address? No. Redirect/escalate to the proper channels? Most definitely.