Bad PR move?
The guy certainly had a poor way of expressing his dissatisfaction - still, very unprofessional reaction by the company rep...just because you're a startup doesn't mean you can be a jerk. This is why many companies have a standard template. "Please keep in mind the terms and conditions of our forum, which exist for the comfort of all those who use this service. We're sorry you're having difficulty with < product x>, but due to the violation of our Terms of Service, we cannot provide support. Please return the product to the place of purchase for a refund." Really, how hard is that?
Biting the hand that feeds IT
