I have to say, mikro63 is definitely in the right here. After updating and finding that the functionality of his purchased product was now flawed he was obviously and appropiately angry and frustrated as displayed in his first post. After which Frogboy definitely responded with a "your an idiot"-esque reply which is understandable but not necessarly appropriate or advisable when corresponding with a customer, adding further foundation for mikro63's already existant anger over his "broken" product.
I give this analogy: the manufacturer of your car tells you that there is some necessary work to be done on your vehicle, possibly a component recall. After having the work completed you find that a specific component possibly custom to your model, and some other component you don't fully know the nomenclature of, is malfunctioning. In frustration you return to your dealership to have it fixed, only to have your service representative tell you that "the one component never did what you claimed and the second doesn't even exist" in a demeaning tone and asks you to leave. I'm pretty sure I would be furious and likely would never buy a car from that manufacturer again. And I would also ensure that everyone I knew heard about my problems.
Understanding your current distribution struggles with DX as listed in "Konfabulator Kicking DesktopX's widget butt" it would probably be best to try and hold onto the customers that you currently have, particularly by presenting an appreciative customer support policy, even if the customers requiring the support is presenting there problems in a negative tone. In the least it will show to the rest of your customers a respectable professionalism.
Just some words of advice.
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