His argument, though, isn't about the core technology or the viability of the 'cloud', it's about trust. He makes clear in the beginning that the primary reason he chose EMC was because he trusted them not to lose or do something stupid with his data - and they did just that.

A Customer Service fail, in this case, is identical to a technical fail - his data is Gone, Gone, Gone, and all he's got for it is platitudes.