Eh the author is coming from a place of emotion (considering the effort put into the website) so I would definitely cut them some slack on the fairness of their reporting. The owner is telling their story, not a journalist.

> But how is this an “override” of HVAC or a “total system breakdown”?

Complete failure of the throttle would fall within total system breakdown to me.

> Comms and decision making are prone to break down on the corporate ladder.

Businesses do not deserve the benefit of the doubt, they aren't human. If their support ladder broke down to this point that it is fair game to name and shame and up to them to do a PR push and fix their support.