You haven’t worked a customer service or support position before have you? Not everyone has the same explicit definitions for things. You don’t know what they consider the “screen” on their device. I worked in retail repairing phones for over a decade and saw customers refer to “screen” for every different component of the touchscreen assembly. and sometimes things completely unrelated to the display or touch at all. And that doesn’t even get into the possibility of language differences when we’re talking in an online community like lemmy.

At a separate job handling insurance replacements and reimbursements, I had a customer one time argue when processing a replacement TV for their current one that wouldn’t turn on. They were extremely insistent that it wasn’t broken. It wouldn’t turn on, but it wasn’t broken. Their definition of “broken” only meant physical damage, something just not working at all wasn’t broken. Hell, people still refer to the computer monitor as the computer, or the tower/box as the CPU.

We also don’t know how bad the damage to the screen assembly is without a photo at least. It could be that the LCD/LED is damaged and not clearly visible, but enough of it is still visible to enter your PIN if you can find a way around the touch interaction. We’re missing information, and making assumptions about the situation based on explicit definitions that you know doesn’t necessarily translate to an end user.