I agree entirely that it's wrong for the CEO to tweet that the customer looks like an asshole, and I agree entirely that simply terminating the account without further warning or interaction is wrong. I'm not defending the CEO, and I never said that I was.

I'm saying that I have some sympathy for them. Clearly a lesson I need to take away from this is that expressing sympathy for someone is taken ipso facto as complete agreement.

So let's say again, neither party comes out looking good, I think both parties have behaved less well than they should, and the CEO should not have terminated the account without more interaction.

But I have more sympathy for the CEO than the customer, which is not the same as saying that I agree with their actions, nor that I support them.