You're disagreeing with a phantom. It wasn't the response that was being objected to, it was a (polite) suggestion that the rudeness of the response is not goo

You're disagreeing with a phantom. It wasn't the response that was being objected to, it was a (polite) suggestion that the rudeness of the response is not good marketing. Nowhere does the replier suggest that the founder shouldn't respond at all, they are simply suggesting that a friendlier tone will look better than an unfriendly one. See also: the old story about catching more flies with honey than vinegar etc.