Is the staff here lying?

Why do the staff here always tell you, "I’m also an FC26 player, I understand you, I’ll help you"?Their template are always the same.
But as players, they mistakenly think that disconnections are what affect the gaming experience the most. Every time I disconnect, they force me to click "I understood" and make me agree that disconnections are the biggest issue affecting the experience. Meanwhile, they completely fail to realize that what truly ruins the experience is watching celebrations and goal replays everytime the opponent score, as well as the time-wasting after a goal , keep pass the ball back or just stand and waiting you to come. I’ve added all these people to my blocklist, and now before every match, I have to check whether they’re on my list—this is what truly affects the gaming experience.
The staff here claim to be players too, but they don’t even understand this. Are they lying?