I certainly hope this wasn't the author's software that was being tweeted about. Because if so, this is about the worst possible way to handle it. In fact, this is a really good opportunity to make things better.

If I ever make an angry tweet about something, mediocre companies ignore me or never find it. Good companies will say "We're sorry you're having problems. What can we do to help?" I'm probably happier with those companies than if I hadn't tweeted about them angrily. What does it look like when a customer (who may genuinely have a valid complaint that won't fit in 140 characters) is obviously angry and the person who publishes the software's only response is an angry blog post? And no, issues involving Michael Arrington don't count. That's a special case. :-)