Agreed neither came off very well. But for the PR guy this should have been a walk in the park to deal with. I used to do customer service at an oversized health insurance company this would have been considered a mild case. You make a note in your outlook (or whatever you use) to check on the situation every once in awhile, send a nicely worded email saying you are personally following the situation and when it is done thanks them for their patience. Sure customers are not always happy but let’s face it the company broke its promise. Instead this PR guy gets his ego on and for that he should be fired. He was unprofessional when he should have known better.