The best I can think of is the employee he's talking to calling over to the responsible dept noting the complaint (possibly with the customer on the phone), lea

The best I can think of is the employee he's talking to calling over to the responsible dept noting the complaint (possibly with the customer on the phone), leaving a follow-up email, noting that as an issue with their own manager in whatever reporting they can do, and telling the customer "I'm very sorry sir. I don't have direct access to that myself, but I'll do my best to get ahold of the people who do, and to make sure that our management knows of the problem. Would you like me to follow-up with you on Wednesday?" That said, I wasn't thinking so much of the situation he posed as the message he came away with. You don't get to be Apple by having a bunch of people in your organization taking shots at other parts of the organization. Of course the question now is do you still get to be Apple with the way they run the App Store.