I think they are responsible - they do not make whatever the hell "the process" is supposed to be clear. Or obvious or understandable. I still do mot kneo what that phrase means. They obfuscate, hedge and lie about what they are doing (or not doing as the case may be). They guess and make stabs but present it as if they know what they are doing AND they blame the client when it goes wrong. Their books are full of examples of this.