I'm the customer in question and I'm totally fine with what he said. Nothing personal was disclosed, only that SpiderOak wasn't able to find the issue (which I said myself) and that billing was suspended (I neglected to mention) and I got a refund (did mention).

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.