Technical details aside, the "buts", parentheses, and generally weird structure of this reply made it very confusing. I personally believe that, when a prospec

Technical details aside, the "buts", parentheses, and generally weird structure of this reply made it very confusing. I personally believe that, when a prospect feels wronged or poorly served by a competitor, it's the company's responsibility to reach out to that prospect directly. Ideally 1-on-1, the company should aim to listen carefully to the prospect's concerns and not to immediately start spouting opinions or solutions. From there, an honest dialogue can take place which can form the basis of a sale. And, more importantly, a relationship. Of course, if the goal is simply to castigate the competition or to ward off uncomfortable questions by implying the dissatisfied prospect is thinking poorly or emotionally, then a public forum post works better, I guess.