I dont understand why the response

"Dear <user>, We apologize if you found the icon offensive. Please be assured that no offense was intended. Thank you for bringing up the issue so we could clear things up."

Was not a sufficient response and an end to the conversation? Leave the icon where it is. Now that the user knows that the icon wasn't meant as an offense, he can move on with his life.

If he finds the swastika offensive, he shouldn't visit India. Swastikas are everywhere. The context matters.