The thing is, this isn't a case of a customer getting bent out of shape over some imagined flaw in the product they received, or because the product doesn't do something it never claimed to do ("this floor wax you sold me makes a terrible dessert topping! ONE STAR!"), or because the customer heard some rumor that the vendor is doing something incompatible with the customer's ideology ("Now that you serve panda meat in your cafeteria, my iPad is the worst product ever. Derp.").
You know, the usual internet complaints.
Instead, the customer made his order, was charged for the product, and then received nothing. The customer at this point is rightfully wondering if the vendor is legit, or if it's a criminal scam.
The marketer's responses are more characteristic of a criminal scam than a legit vendor, so it's not surprising that the customer gets bent out of shape. That kind of attitude is what I'd expect from a guy selling bootleg DVDs on the sidewalk, when a customer gets upset when their new DVD's case turns out to be devoid of any DVD.
You know, the usual internet complaints.
Instead, the customer made his order, was charged for the product, and then received nothing. The customer at this point is rightfully wondering if the vendor is legit, or if it's a criminal scam.
The marketer's responses are more characteristic of a criminal scam than a legit vendor, so it's not surprising that the customer gets bent out of shape. That kind of attitude is what I'd expect from a guy selling bootleg DVDs on the sidewalk, when a customer gets upset when their new DVD's case turns out to be devoid of any DVD.