Q: I am having trouble understanding why people think / do X A: You should talk to people who think / do X and ask them why they think / do X. Until you do so, you lack sufficient empathy to address their issues / change their behavior.

Its good feedback that it is worded in a way that has ambiguous meanings, one of which (you are a sociopath) is an unwelcome character judgement. But IMHO the charitable interpretation is perfectly practical and important feedback: Don't build products for users you can't talk to and learn from.