the full quote is:

"does not matter if this is an isolated edge case. Data loss for 15 months with poor support isn't something that can be waved off as 'edge case'. The fact I had to go to Reddit to get someone's attention for this is insane. By the way, I tried reaching out to various 'senior management' personnel via LinkedIn last year and no-one replied. Escalation requests via the Support thread ignored and declined. Very professional of you guys."

and that seems pretty damn reasonable of a reply. the fact they had to go to reddit is insane. a sarcastic "very professional of you guys" is pretty tame, given the situation, and not discrediting at all.

Pretty mild when getting a reply that puts more energy into downplaying the problem than acknowledging that they've had an ongoing data loss issue for over a year and their support has been useless.

You did a commendable job of ignoring all the op's (from Reddit) explanations and context to come to this weird output.

OP even actually responded to a similar comment in this reddit thread - look it up and tell me he wasn't reasonable. 15 months of fobbing him off, and once the case has been raised publicly the very senior guy _suddenly_ sees it as a priority despite it being just an edge case.

Really? Do you work for their PR or what?

It's a perfectly understandable response to what is essentially just corporate damage control. I'd be pissed too if I was in their position.

They've been ignoring the issue for over a year, yet it somehow took them only 4 hours after the reddit post was made to determine that it's "an isolated edge case", even though there's at least one other user reporting the same problem. The comment was clearly written with a focus on saving face rather than properly apologizing for the terrible support.