Comment by godelski

How I see things:

  - User is a bit of a dick (bad)
  - Engineer attempts to defuse situation (okay)
  - user expands (good)
  - CEO escalates situation (terrible)

Aiden definitely didn't begin the interaction the right way but it's also taking place over Twitter and the platform encourages refined points (would anyone have responded if his second response was his first?). The engineer got things going in the right direction but then the CEO turned it all around and made it far worse than had they just let Aiden yell into the void. It screamed arrogance and a disconnect from the users. Sorry, but the number of users a product has often doesn't correlate with its quality.

You need to also consider expectation and responsibility. Unfortunately there's no expectation or responsibility for a user to be well behaved. But that's not true for a business and especially a CEO. Yes, you can say it's unfair that responsibility doesn't go both ways but also recognize that there's a vastly different power dynamic.