I know you this is a little off topic but nineline, I want you to really quick read your posts over the last few hours then go to pretty much any other online PR account, McDonald's, Best buy, EA, take your pick. Read how they respond to customer criticism. Do you notice how they take that critisism and engage with those customers? Even if what the customer say is blatantly wrong they remain civil and understanding in communications. How do you think you compare?
Part of the reason why people are getting so angry is because of how you've responded to criticisim. Instead of acknowledging their concerns and explaining company positions with a sense of compassion you talk down to them and make it your mission to tell them why their opinion is wrong. You treat it like a mix between dealing with a petulant child and an opponent in an online debate. It makes your customers feel like you don't care about them and erodes trust in your brand. You, as the PR representative of ED should at very least try to project that you care about the concerns of your customers.
If this is too far OT I understand but if nothing else please read this once or twice before removing it because responding to customer complaints is one of the most important things you as a PR rep will do in your line of work.