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Darren,
You're right, this sucks. Looking into this now and see how this can not happen again.
Michael La Rosa CMO at PSD2HTML.com
The CMO just sent him yet another useless, contentless message.
If he had any sincerity he would have first looked into it, then fixed it and only then replied to say that he had fixed it already.
I would be willing to bet that the CMO is not in any sort of position to make the necessary changes to ensure that this doesn't happen again, and so your suggestion is beyond his ability. By acknowledging the customer's frustration he lets the OP know that the company understands that this is an issue, and is now going to make an effort to correct it. In other words, "he has been heard".
Obviously, the comment alone is not enough, but it's a vital first step towards high quality customer support, and probably an instructive lesson for anybody in a service business.