They wouldn't have had an issue here if they'd just kept this quiet and via direct support email instead of in public. It's not like he was being abusive to an

They wouldn't have had an issue here if they'd just kept this quiet and via direct support email instead of in public. It's not like he was being abusive to an individual support staff member, he cussed about the app in an Amazon review and on their forum because it was genuinely failing for him. Nothing wrong with that, people get worked up when stuff doesn't work sometimes, you need to be able to handle some level of that when doing support for your product. And worse, they're selling a physical product which they just made effectively useless after that customer invested time in installation and setup. Sad to see the warnings about cloud services being abused in this way seem to be quite true.