By they, I assume you mean Verizon? Ever since shatter shield was introduced last year on the Turbo 2 Moto has done a good job of explaining the technology, how it works and that it is easy to scratch so always use a screen protector. Not all Verizon store reps are trained on new technology. The rep I always deal with is very knowledgeable and makes it her point to research all new phones. I was impressed with her knowledge of shatter shield when I looked at a Turbo 2 last year.
Technically you are not scratching the glass. It's a 5 layer system. The outer layer is called the lens. It's basically a thick flexible screen protector that's glued to the 4th layer underneath it. It's soft so it will scratch easily. Because it's soft it was designed to be user replaceable if you know how to apply it.
Gorilla glass is very strong and does not scratch easily. But it will shatter if dropped and hits just right.
Shatter shield screens are soft and flexible. They are designed to not shatter when dropped. But they will scratch.
It's a trade off to decide which suits each user's needs. Strong glass that doesn't scratch but does break, or a soft glass layered system that flexes & doesn't break but will scratch.
For more on shatter shield here is the official explanation:
Moto ShatterShield
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