I'm glad your customer satisfaction scores are higher, but I'd rather not share any of my information with you. I'm not the op, but if I was, I would feel rather violated.
Well then don't choose a public forum to vent a complaint, and since you're not the OP it doesn't matter anyway.
Turnabout is fair play: if you go into a thread about a product and make a strong play that their customer service sucks and then an officer of that company steps in and does what they can to see if there is a way to re-engage you on their dime that's about as good as you could possibly expect. On top of that he did not volunteer any info that wasn't already in the OP's post except for a possible correction of the date.
So you're wrong, twice.
FWIW absolutely no affiliation whatsoever with Spideroak.
For what it's worth, we do have very strict policy about what information regular customer service staff can access or share publicly (i.e. none in most cases) and how someone who calls in must establish beyond a reasonable doubt that they really are the original customer before we will communicate with them. We're very careful about allowing any customer data to exist in 3rd party systems. We don't even use Google Analytics. https://medium.com/@mccamon/yeah-we-ditched-google-2fa644578...
That said, many people also expect customer support delivered over Twitter so some flexibility is required. In this case I made a judgement call and decided to answer.
All-in-all this hardly seems like a reason to feel "violated"...
If he'd named my ISP, location, address or something like that I'd say it's inappropriate but I think this is totally find and I actually appreciate that he went to the trouble.