Exactly. The whole point of offering a service to the public is that you know more than other people. So of course customers will do wrong things, be confused, etc.
In Microsoft's shoes, I would have strongly avoided anything that sounded like customer blame. E.g.: "We really regret the bad experience they had here. They were using the platform in a way we didn't expect, which led to an obviously unacceptable failure mode. We appreciate their bringing it to our attention; we've made sure it won't happen going forward. We also agree that some of the responses from support weren't what they should have been and will be looking how to improve that for all Azure users."
The goal with a public statement like this isn't to be "right". It isn't even to convince the customer. It's to convince everybody else that their experience will be much better than what is hopefully a bad outlier. The impression I'm left with is that a) Azure isn't really owning their failures, and b) if I use their service in a way that seems "wrong" to them, I shouldn't expect much in the way of support.
