"It's either the best or the worst customer service email I've ever seen."

Considering the post, I'm leaning towards "best".

Two things about the article:

1) Order of information seemed really backwards. It was like the blog version of Memento.

2) I've never read an article that had so many sentences begin with the word "so". About half by my count.

...soooo, that brings me back to "best customer service email ever".