What we need in the world is a lot more antagonism. I find that it is especially effective for getting something out of somebody over whom you have no real power. Such a person might be on the fence as to whether to treat you well, then you antagonize them quickly and forcefully, so they realize how much they want you to like them. Similarly, we have all seen how rude or bad drivers will immediately reform their ways when you flip them the bird.
So who is the "rude or bad driver" and who is "flipping the bird"?
It's not really too cool to tell Understatesman how to express his feelings while expressing your own. Think about it.
In the end, if he feels slighted, and Viberg chooses not to recognize the issue, all he needs to do is contest the charges.
Then again, this conversation wouldn't be happening if Viberg accepted responsibility and would have instantly responded to make it right. Then this would be a post about great customer service instead of the two previous posts bashing the customer for speaking up.