You might want to add some indication if this was sarcasm. If it wasn't then that's wrong - engineers should be directly talking to customers, at least some of the time. It's by far the best way to get direct feedback on what real problems customers are having with the product.

it is basically a quote from the movie

Because engineers generally fail to catch such subtleties, righr?

I think they were describing “is” as opposed to “ought”