One of the things that struck me was the complaints about people purchasing items second hand. I do that a lot, and when I like them it often leads to purchases of new gear from the same manufacturer. As an example, I bought some used Herron Audio monoblocks and liked them so much that I also ordered the Herron preamp and phono stage.
I happen to have some Verastarr speaker cables that I purchased... you guessed it, used. I bought them from a reputable dealer that I have purchased many items from and know that they stand behind everything they sell new or used, so I would not have had any problem getting a refund if they were defective. They weren't and worked great.
Before reading this, Verastarr would have been in consideration if I needed new cables. After reading that diatribe and all the rationalizations it contained... no way, even though I think the Verastarr cables I have are pretty decent.
There are a number of ways to respond to public complaints, but I wouldn't recommend following that template. I've seen others (Josh from TMR comes to mind) respond very professionally when their business practices have been questioned. When I see that type of response, it makes me much more comfortable sending business their way, which I have on a number of occasions.