I cannot fathom being the only one not wanting to split up discussion over this like crazy, so I would suggest keeping discussion of this event in the earlier posted thread[1] that also happens to have more upvotes and comments (at the time of writing).
Sorry, but that post left me thinking less of all three parties involved.
A supplier who cusses out his customer, a customer who cusses out a supplier, and an ego tripping blogger who not only publishes a private conversation but picks a side and joins the fight.
The author here is not an "ego tripping blogger", he's an "ego tripping fellow gamer." Penny Arcade is to the gaming world what XKCD is to the nerd/geek/science world. PAX is a conference that Penny Arcade put together simply because there was so much interest in their product and the stuff they supported. If I was in that position and heard about a reader of mine being treated this way I'd react similarly.
Oh, and this is a blog on a web comic's website, not an article in the New York Times. They're allowed to pick sides and join the fight for something they believe in.
I came away with a completely different impression. I honestly can't understand how you can place all three parties on the same level.
The customer used strong words, but only to emphasize his point, and all his complaints were legitimate and well argued. Frankly, I was impressed by his patience and how reasonable he was.
The supplier, on the other hand, was puerile and insulting to the point where I would have had difficulty believing it if Gabe had not exchanged emails directly. How can you remain in business and not have the slightest idea of how to talk to customers?
The customer is always right - and when the customer is wronged, then they can be as frank as they want. It might not be classy to cuss out the supplier - but he wasn't wrong and is in no way wrong.
"when the customer is wronged, then they can be as frank as they want."
There's a difference between being frank and being abusive. If a customer talks to me that way, I immediately terminate the relationship. No one has the right to treat another person like garbage.
And let me reiterate: I feel that all three parties acted juvenile and tacky, lacking any common decency. The supplier should've communicated a realistic ship date, and when he found out that the products wouldn't arrive before Xmas, he should've apologized and offered a refund. The blogger should've stayed out of it and should not have posted a private conversation.
Correct - you can definitely terminate the relationship - but you can still do so in a professional manner and not lowering to or beyond the initial customers reaction.
[1]: http://news.ycombinator.com/item?id=3395411