That's a terrible response, it wasn't rushed in the slightest. There may well be a case of a certain specific combination of hardware and settings that causes issues, however for the most part it runs and runs well for the majority of people playing.
In a previous job I ran a MMORPG, most customer support issues ended up being a system issue or a problem with the ISP and the route they took to the hosts. In most cases if you push your ISP hard enough they will look into it and 9/10 times they will find a problem with one of the providers they are peering with.
True the ISP traffic shaping/filtering causes issues a lot of the time. It sometimes takes a week or two for them to correctly analyse and tag the traffic