I guess, if I were to pinpoint, it would be with the words 'stir it'.

BTW, I neither deserve nor need an apology from you. Don't be sorry! We're just disagreeing. And I really do think we have a fundamental disagreement about priorities here. Apologising doesn't resolve that (though I acknowledge I haven't articulated my side of it very well).

I don't know why someone would send you hatemail over you expressing an opinion. That doesn't sound right at all.

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> People make notice of how "well" all was handled and say "let's give them a chance" and order.

I think that's fine in cases where the 'mistake' clearly (or with reasonable doubt) was an actual mistake. This applies to outages, billing issues, product quality issues... Hounding on Twitter, not so much.

> I personally don't use such techniques because it can easily backfire.

I think if the reasons why they backfire were more important to businesses than the fact that they backfire, everyone would be a lot happier.