I don't know if CS could have solved this - it's not as if the spam was a mistake/glitch. "Proper" customer service would not have made the spamming any more palatable.
"I'm very sorry about that. We'll give you a full refund, and our next version will fix this."
Would he have written the same blog entry now? It's slightly fashionable to call out good customer service -- perhaps the entry would be about how they screwed up and completely redeemed themselves.
"I'm very sorry we conspired to use your private data to spam your friends. Here's a full refund, and now that our pants have been caught around our ankles, we will stop doing this."
Has a different ring to it. Good customer service will absolve accidental Bad Things(tm), not malicious acts.
