These aren't just 2 random strangers having a discussion, one of them paid the other money and is a customer of the other, that changes the equation. Even if you happen to have the worst, most annoying customer in the world the responsible course of action is to maintain composure. Worst case scenario you provide a refund and refuse to do business with someone.
In this case the "customer service" is non-existent and devolves into a string of personal insults. Granted, the customer responded poorly to that but should customers be expected to respond well in such situations?
Edit: There really aren't any situations where the correct customer service response involves typo riddled malformed sentences packed with personal insults.
My point wasn't at all to say there was a situation that warranted that kind of treatment; As I mentioned, the guy from Ocean took the cake in terms of idiocy. He was out of line no matter what the customer was saying. He also has a terrible command of the written language, and should be removed from any customer facing position, immediately, for several obvious reasons.
My point was, this customer could have cooled off, collected himself, and written a much more intelligent complaint letter. He came off sounding like a hurt child, and then trumpeted how he was taking this to the internet, as though the internet was his domain, where he would prevail (and he most likely will - and should, considering how much of a shmuck this PR guy is).
I just don't think either one of them came out looking very intelligent, or like they handled themselves like an adult. In this case, his complaint is a legitimate one, and he should be entitled to proper recourse.
All I'm saying is, I'd be embarrassed to let that particular email be my letter to the world.
In this case the "customer service" is non-existent and devolves into a string of personal insults. Granted, the customer responded poorly to that but should customers be expected to respond well in such situations?
Edit: There really aren't any situations where the correct customer service response involves typo riddled malformed sentences packed with personal insults.