That is something very rude to say to a company that is literally giving one of the strongest Engine, for free.
And it is unacceptable to make it look like “they don’t care”.
They already mention that none of their own projects have such a problem and it is obvious not has it happening too. Do not expect a bug to be easily fixed when none of their own developers having the issue, and that the bug is fairly random for a few people working on their Engine.
Anyhow, good luck to that having this issue.