This doesn't seem like a poor response to me. I read both the 37signals post and the getsatisfaction post and I personally believe that they did a good job at n

This doesn't seem like a poor response to me. I read both the 37signals post and the getsatisfaction post and I personally believe that they did a good job at neutralizing the 37signals post. While they didn't address every point 37signals mentioned, they did address the most controversial. They also let prospective users and customers know that they're listening.