Well Unlike one person whose caps lock is broken, I did read the entire thread. It is good to see the Company come here and respond direct to this complaint.
However, being that I am in Customer Service/Support in a Tech company, The Huge mistake made here that could have prevented this thread from ever coming about is Communication.
Bill, you seem like a stand up guy and truly take your job seriously, but, a simple note back to the customer, in this case Wart Hog, that you explained here, at the time it happened is all it takes to keep a customer satisfied, even if its a quick note to say, I am looking into it and will get back to you., and then do get back to him. It's amazing how quickly that can settle down a customer by letting them know that you are not ignoring them, and in this situation, is exactly what it appeared to be with the customer. Keep up the good work, and keep that simple rule in mind.