To my eyes, they don't at all look "totally normal". That is the wear and tear you would develop after several months (or even years) of normal use.
In this case, the phone does look as if it had either a hard fall, or a hard hit against something.
In this case, the phone does look as if it had either a hard fall, or a hard hit against something.
In addition to the defect the guy called them about I see unscratched glass, unscratched metal, lint, and some abrasions on one of the three edges of plastic that don't go deep at all (I bet you couldn't feel them) which are probably only visible because the phone is being lit from above. None of this is a big deal.