In this case, the reply seems germane. It's just a false and nonsensical explanation.
When you get a reply like that, I'd suggest asking the rep what their source of information is. Here, they obviously weren't just pasting in some official Samsung information, because that wouldn't contain grammatical errors. Anything else is likely to be just a rumor that they're passing along to placate you and make you go away quickly.
Such a crap response. The person didn't address why it says that the update is "complete" IF they actually send it out in faves to avoid potential larger issues.