...and nothing of value was lost. If something this small caused you to "not buy it" you probably weren't going to buy it in the first place.
As someone who's worked in retail the customer is always wrong. Morons like the OP need to realize that you don't have the big picture, you don't know why they used a new internet system and personally wouldn't want to explain it to him with what he said.
Considering abysmal sales, every unit counts. A business cares about all customers, which is why they are always right. You possibly work packing groceries and always say your customer is wrong, but no one cares because you are a bag boy. I have never heard of a ceo stupid enough to insult someone in a form of media which can be so easily recorded.
I wanted to support Stardock because I thought they cared about the players. I was still prepared to buy the game even with reports of bad system performance, horrible multiplayer connectivity, imbalanced gameplay, deficient single player etc etc because customer service means a lot. But it seems Stardock fails in that department, so I am glad this was revealed before I wasted my money.
Actually, truthfully, you don't care about all customers. There are a select few customers that you want to get rid off and some customers that you want to keep happy. Generally, you are nice to both, however, things can arise that can make it go to another level. After a period of times doing customer support, you understand how to respond to certain aspects. Some customers don't want everything sugar coated. Some customers want to hear everthing is fine and alright. Some customers like you to talk to them like normal human beings and strike up conversations with and you got to ask them about the family and so on.
You respond back to how they want to be responded to. Some cases, if you are in a bad situation, you might have to raise your voice to put your point across. In some cases, it's better to just sit there and take it and move on. It really depends on the situation on a case to case basis.
For all we know, that was a conversation that had been going for a long period of time and the conversation had been beaten to death and people wouldn't listen and needed that written slap in the face.