[Wolf_Larsen]

Then it seems that David had the morale of his team as a priority over some customer who described himself as "Yours Truly Disappointed". Not a bad choice in that context.

William's email was meant to make people feel bad. Look at the first sentence: "I am writing this email to you to express my recent disappointment with Tumblr". Instead of feeling bad, David got irritated. Thats the second best choice (don't let people make you feel bad for building gnarly web infrastructure, ya know?).

The best choice would be to ignore the email and let someone without emotional attachment handle it. Sometimes, though, you can't fight the urge to slap down the Wah-wahs.

The original article, by the way, is just trying to paint David Karp as an arrogant, unlikeable person. There are mounds of unreferenced personal attacks in there.