But, Vlad definitely should have stopped when Lori responded that they didn’t want to have a conversation at all. If for no other reason than they were a lost cause.
The customer isn't always right, but often is, like in this case. If you're a CEO, best to just pipe down, be humble, and listen to customers. Being open to being wrong is a nice plus, but either way, people will like you more if you appear to listen instead of argue. Even when you're right!
tl;dr: this isn't an internet argument between two otherwise-equal random strangers, this is a CEO talking down to a customer while being objectively wrong, which is 2x bad.
Instead of actually educating himself, he just argues that he's not wrong. I could easily see Lori being sick of the frustration of having to deal with that and just say "ok, nope, this conversation is done".
> They just put the company on blast and aren’t willing to even hear the other side of things.
I don't think that's what actually happened?
The exchanges all read like Vlad derives a lot of self-esteem from being right, which isn't as good as deriving it from ability to learn when wrong.