Your user’s experience must reflect the story that you tell. If you say you are a 5-star hotel, then deliver on the 5-star service. If you say you deliver 10mb of bandwidth, then deliver an experience that reflects that 10mb.
There is no point in arguing with the user. The user experience is a rating that happens on a daily basis. And you better make sure you meet those expectations.
Because perception shapes reality. One might even argue, perception is reality.