"Throwing a tantrum"? The review in question is something along the lines of "the control app is flashing and doesn't work at all. This is junk, don't waste your money on it. 1/5 stars." If you make any public facing products, you will occasionally get such (and worse) reviews even if your product is a shiny perfection forged in heaven by angels themselves and wrapped in magic. Fact of life.
On the other hand, the support engineer's response (that ends with blocking the user's device for good) _is_ a bona fide tantrum, worthy of textbooks.
I am also quite surprised by the number of comments here at HN siding with Garadget. People like these shouldn't be allowed anywhere near tech support roles, as a single such incident can ruin the company unless they can spend tons of money for lawyers.
(This is why it is, in my opinion, better to start with enterprise products. Enterprise sales are much less public and you can afford to fire customers you don't like with ease, and vice versa.)
On the other hand, the support engineer's response (that ends with blocking the user's device for good) _is_ a bona fide tantrum, worthy of textbooks.
I am also quite surprised by the number of comments here at HN siding with Garadget. People like these shouldn't be allowed anywhere near tech support roles, as a single such incident can ruin the company unless they can spend tons of money for lawyers.
(This is why it is, in my opinion, better to start with enterprise products. Enterprise sales are much less public and you can afford to fire customers you don't like with ease, and vice versa.)