Agreed. I'm kind of amazed how far it went. Regardless of if you think she was in the right or wrong in her arguments, Kane stayed reasonably on target with her comments while Sanz & co hung themselves.
At some point in time you have to throw a bucket of water on the situation instead of letting it turn into a wildfire. Even if it didn't necessarily start as a PR or customer support issue, it quickly became one, and you kind of have to recognize when that happens. Especially when you're talking about issues relating your company to people on something like twitter (i.e., a super public place where your words have some permanence and reach).