They actually think they are doing everything right.
I've been trying to ask for some of the things this suggests, and been told that it's a 'low value use of my time' to have expensive developers talk to cheap service reps.
The entire point of my work is to multiply the value those low cost reps provide. I'm probably deluding myself to hope that will improve their working conditions, but even just eliminating the day to day pain points of their job is more motivating to me than whatever "move this widget 1px to the right cause the design isn't pixel perfect on the CEOs new phone with a strange resolution" type crap I wind up working on.
I see it all the time devs off-roading a relatively simple project to try out the latest tech. It always ends up taking much longer and leaves behind a mountain of technical debt.
That's ok though they'll leave in 6 months to go wreck havoc on another company's code base.