yes, exactly. A lot of people are boohooing about the way the complaints were worded, but it is not up to the complainer to be civil and professional. It's up to the professional to be professional.
(although, honestly, I thought they were very civil about the whole thing. More so than I would have been)
How hard is it not to shoot a flippant, condescending reply to a complain ticket? Apparently very hard!
I'm glad this is actually being resolved, though. Hope, yet!