Since you seem to know it all I'll just leave you be. My only actionable advice is that you should hire someone nicer to handle public relations, lest you bleed users from your own mouth.
From my read through the thread, you're being very nice, but also very dismissive. That's not actually respectful, even if it's not the harsh things you describe. And it's not kind. If you disagree with someone's experience that you feel passionately about defending, you might have better luck defending it by taking a moment to think about what they experienced differently from your own experience, how much you care about that different experience, and how you might incorporate that into future action. Not everything needs public relations, and it can definitely feel uncaring if it's mostly public explainings.
People who think it's disrespectful when a company representative do not preface every response with "I deeply apologize that you feel this way" or some equivalent nonsense. You even claim responding to something inaccurate is user hostile.