Thank you for your inquiry. We understand that the cut, copy and paste feature does not work as it crashes and as you mentioned that this applies to all devices that has an Ice Cream Sandwich or Jellybean Android versions. We apologize for the inconvenience that this may have caused you.
I don't think they meant that they actually "understand" that it doesn't work, as in acknowledge the problem. I think that was a generic form letter type response to an issue that that department is not involved with, or doesn't want to involve itself with. As in "We understand that [insert customer's complaint here]".