- Edited
"Not far from the truth" is still NOT THE TRUTH. The statement being mean-spirited, disrespectful and invalidating is the TRUTH. Especially if it is in response to a matter that could potentially be solved cheaply and easily, potentially resulting in someone subscribing to services for another month/year (isn't that more $?). Even if the policy isn't going to change, disrespecting PAYING SUBSCRIBERS/CUSTOMERS could result in losing said customer/s (isn't that less $?).
People deserve respect.