That's probably what they're incentivised to do. Chances are that "clearing" a dozen bugs that amount to "I am a fool and pressed A when I meant B, but I raised a ticket about it" is worth far more to an L1 queue monkey than correctly diagnosing a real bug that should have been caught during QA by somebody way up the ladder, and can be done quicker too.

Also, you ask if they don't "have phones" but to see this they need Android 12, if you bought a new high-end Android phone it might have Android 12. If you bought one last year, maybe it's qualified to upgrade to Android 12 but clearly this brings some bugs as illustrated. If your phone was not top of the line and you bought it say, before the pandemic, chances are you can't run Android 12 at least not today and perhaps ever.

Now, L1 support monkeys aren't flipping burgers or cleaning hotel rooms, I'm sure they do own phones, but there's no reason they own a good phone on whatever they're earning and if they do maybe it's an iPhone, which of course can't run Android 12.