This is the FEEDBACK forum, where we share our good and bad online experiences. It is not trial by internet. We strongly encourage people to settle up offline rather than bringing disputes here.
Tim Balda did not make himself available offline. He only responded after the discussion developed its own momentum. Of course other members joined in -- on both sides now -- since posting a dispute to crashing silence would indicate no one else cared, and the party at fault might as well not respond. So we support our friends.
1. Had Tim Balda simply stated that he failed in communicating with his customers, and was now clearing up the problems, he would have gotten all the credit he has actually gotten for doing so, and the discussion would have ended on that positive note.
2. By adding a tale of woe which none of us needed to know, he dragged out the proceedings, and gave others encouragement to chime in, further extending the discussion. With every extension, opportunities for unpleasantness increased.
3. In response to that unpleasantness, Tim Balda asserted his right to respond, to defend himself, thereby engaging in an internet dispute. The odds of that going well are obvious to those of us who spend much time here.
When you're in a hole, stop digging. Tim had filled in the hole at step 1. He dug it progressively deeper at steps 2. and 3. The way to stop an internet dispute is ... to stop. Let it go and let it die.
A sure sign that an internet dispute is taking on a life of its own is infighting among the bystanders. Let's not.