Throw in some (proper) communication before you try to fix things with a hammer or start firing people and I'd agree. It's also unlikely the community support manager has any of this power, they are looking to roll up an accurate summary capturing all of the details to the people who do.

Fully agreed there are better wordings/phrases to engage on that kind of communication though. The choice of words here is very easily taken as dismissive, regardless of intent.

I absolutely loathe when companies do the "let's jump on a call" thing, but this does seem like a pretty exceptional case where a call would be indeed very helpful. This is also an opportunity for him to get directly in front of people at Mozilla to voice his concerns. There's a high probability of impact here, which to me seems very much worth the 15 or 30 minutes or however long it takes to jump on a call.