My reaction entirely. I wouldn't want to build my business up on these types of customers, because as quick as they left X and came to you, they'll leave you as well.

Not to say that you shouldn't do your best to make sure your customers are always able to continue business, but like you said, everyone has their bad days. I'd choose to have loyal customers that aren't jumping on social media at the drop of a hat and publicly "chastising" the company.

* Also, "I'd love to speak to you more about the issues you're experiencing" does not mean "offer to help fix the problem" as he mentioned. Unless he means, leave his current provider to move to them.