The lesson you should take away from Ben isn't how to respond to unfair post - it's that you should be always open to communication (positive or negative) and that you should respond as a polite, respectful human, not as a "company" voice.
As a result of my interactions with Ben and his incredible product, I'm a loyal MailChimp user and regularly recommend them to people looking to setup newsletters for their companies.
I tend to use Campaign Monitor for emails, but this makes me want to try Mailchimp because I've never fully given it a chance and the fact the company is being run by a decent guy makes me even more motivated to do so.
I have no idea who you're talking about. Could you please elaborate? :)