I've seen them on twitter mock fans who have had genuine concerns and questions. I vividly remember a fan asking why well known bloggers and vloggers were getting post covid allocations when the ruling was one fixture per fan in those first games back. Kat and Martin actively mocked him and made sarcastic references to his concerns for weeks. That's not what I would call showing concern or empathy, even if the question wasn't to their liking.
They did it again because another fan dared ask about the club playing McNamaras band at HT. May have been a trivial question but the elderly fan, to him it's the world and again...mockery.
The press release they made about Spurs fans somehow mocking thr poor because of singing 'sign on" and making the fans a national issue in the news, ignoring football tribal nature, was them carrying favor with the Liverpool trust rather than thinking of their own fans and they did so despite the majority of the trust (I know from someone within) wanting them to. They also slagged their own fans about an issue when we are based in the poorest area in the UK but paying the jighest ticket prices, so rather than lobbying Levy and looking for help they went for a quick PR win.
If you look at a list of their achievements the relevant ones are probably 5/6 seasons old, they were not solely responsible for the Superleague being a non starter as they would have you believe.