[phil21]

When I owned a company anyone that threatened legal action like this was immediately fired as a customer.

A big company may be different though, as it's very easy for legitimate problems to be masked/enabled by the bureaucracy. When you're a small company you generally know all the details and we certainly erred on the side of the customer to an absurd degree.

Basically threatening legal action or abusing front-line support staff were the only ways to ensure you definitely did not get the outcome you wanted, and half the time the exact opposite.

The only appropriate time to discuss lawsuits is directly with opposing counsel (or executive management) prior to filing, or after you file.