Yet, how he does it is why he needs CS classes, because his method of correcting the situation maybe appropriate in a classroom, but not as a business.
My personal view of him is how he treated me in a reply
http://blue.mmo-champion.com/topic/2...ms-401/#post40
and it really does just take one bad impression to ruin trust. He assumed what I wasn't, despite that is not what ever asked for. I was irate with that post, and I believe to this day he still wouldn't understand...why.
Because he's an academic, and the CS side isn't his training or background. And this is how he came across in that "l2p" post. They felt what I felt.
This is why CS is careful to not scare away customers, because as companies know 1 person will tell at least 10 others about what happen and their disgust (and with the internet it's much more now). It's not good for business, and especially if the business exists to produce new products they want them to buy.