(1) No, not at all. But I never claimed it was. I actually think it is a good idea to make automated messages appear to be from an actual individual...my point was that you need to be consistent...if you're going to be personal be personal throughout the entire process (and don't revert to a ticketing system halfway through...or don't let customers think you're reverting to a ticketing system).

(2) Again, related to the point above. I'm not bothered by the fact that they are using their software to manage their correspondence, I'm bothered that they tried to pretend they weren't. If I had sent an unsolicited e-mail I would have expected a prompt automated reply. But I didn't send an unsolicited e-mail, rather they reached out to me with questions and a misrepresentation of their knowledge of my company's website.

(3) I made it clear that it wasn't my style but that I understand how others may like it. And I don't agree with the implication that all "web companies" should be measured on different standards/metrics than brick-and-mortar companies.