"part of what’s going on in this post is an arrogant guy who thinks he knows better than everyone, coming to snap conclusions that other people’s work is broken"
He's probably wrong about why it was broken, but it was broken.
And it's not exactly "arrogance" to give the best explanation you have, in a blog post about something else, while not mentioning the company name.
That's going too far. If the customer misunderstands the product or misreads the documentation, that's something worth addressing, but "broken" is not an informative way to describe it.
Overall I think it's pretty unlikely that it wasn't broken.
George however should not allowed to come to HN and start talking shit about random people who had the professional courtesy to never even mention the provider in question. The fact that his post isn't flagged, is highly upvoted, and dang hasn't swooped in to chastise him is a prime example of why HN is so fucking ridiculous and hypocritical.