Hit rate is a function of level. SE's statement, though difficult to understand initially, made sense when you phrased the issue like that. Namely, how SE implements the accuracy penalty may be by reducing the player's level when cranking out the
hit rate. Thus, if they changed the mechanics (Rather than the level reduction) so that you have a non-zero hit, then that would ultimately allow lesser level mobs to hit you more often when using ranged attacks (As they described). There are obvious ways around this that they could implement, but if that is their current system, their response would at least make sense.