[phwd]

I guess this is how it should be done yes?

Be humble, always give apologies no matter how offensive the messenger/complainer/customer?

Unfortunately, not every one has this skill and I hope some will realize that at some point you cannot give in.

Geeklist is the villain for giving in and letting it slide downhill (it is always a PR disaster after it hits the fan) but Kane was first to throw the rock. You don't win the argument by showing how angry you can be, you win it by being the most civilized and logical about it. This isn't a "Lighten Up" situation, this is a mind your tone and I can understand the serious nature of the issue without it.

[tptacek]

If you think there was no reason for her to publicly complain about that video, or that calling it "fucking disgusting" was so out-of-bounds that her behavior was comparable to threatening her job, then there's really nothing about this situation for you or I to discuss productively.

Either way, my point wasn't so much the specifics of this situation as how jaw-droppingly ineffective that particular apology was. You don't even have to know what they're apologizing for to see it.

[phwd]

Well if you believe, it is not possible to resolve something(not specifically this issue)/anything/at all without calling it "fucking disgusting" such that each/and every situation with getting customer support from a company (must) turn into a PR shit show for public study and discussion about how bad the company handled it, further giving bad examples to others that it is okay to throw tantrums/offensive statements to get support, from companies recycling the vicious cycle, then yes you are by all means right, there's really nothing about this situation for you or I to discuss productively.

Other than that the apology wasn't well played out. That's a given.

[tptacek]

I have never asked anyone to apologize to me for using the word "fuck" and I am not interested in a debate about how serious a concern the words "fucking disgusting" are.

[banane]

You're sounding a bit like "you hysterical women" "mind your tone." While I'm all for civil discourse, I certainly don't blame anyone for getting emotional or angry. And, both sides got emotional, by the way. Nobody was being calm and rational, which you could blame on Twitter.