[peterwwillis]

Uh, no. Social psychology is a complicated subject and there is no way to distill 'social media and group-think' into a single set of choices for all situations. Most companies say nothing, but if they do say something, it certainly isn't a good idea to seem vindictive when you do so, and is an especially bad idea to do it on a public forum. Luckily they know their audience well and being a jackass is applauded, so their position wins - as long as he can't convince people their response isn't genuine. Group dynamics and public opinion can get as complex as chess.