They are only telling you what it says on their visibility report. They don't know anything else and for us the Visibility didn't say why they were held up at all. My dealership kept saying the same as yours or things like "yeah it's weird"
I think our chips worked out and it was a faulty part. The 13th when mine was built my Ford app got an error for a headlight assembly. I didn't think anything of it until things stalled