The thing that struck me most about this reply was how perfect it is as an illustration of how not to deal with people when a problem arises.

1. When someone is angry about something you did, it is not right to adopt a breezy tone, as if you are doing some online chat with a friend. This is a disrespectful way of denigrating the concerns raised by that person.

2. The same can be said about the patronizing attitude - the "I have been around forever and know all there is to know about copyright and don't need to hear complaints from someone is an ignoramus on the topic" attitude. Even when you are in the right in dealing with, say, a disaffected customer, you never patronize in this way. It immediately causes the person to feel "shat upon," if I might use that phrase, and to react badly, even if you are correct in your position. When a problem exists, address it directly and don't play games with trying to act superior to the person making the complaint.

3. If you are going to address a legal complaint, at least make some minimal effort to understand what you are talking about. I understand that people can have philosophical disagreements about how copyright is enforced but one should not purport to make statements about technical issues of law when one has no idea what one is talking about. Here, just about everything the writer says about copyright is wrong and very obviously so.

4. When someone is already upset, you don't go about gratuitously provoking that person in responding to the complaint. "We stole your work but it really stunk and we did you a favor by writing it far better than you ever could have done" is the sort of response that must rank right up there with other classics in asinine fatuity.

I am sure there are other things wrong with this as well but this is surely a list of very obvious things to avoid in dealing with a complaint. This sort of thing is guaranteed to provoke, inflame, and escalate the problem to a point where this person will surely regret it.