Your beefing Christopher about using the term 'allegation' - as if this word infers that he doesn't believe the customer?
Actually I wouldn't have said anything had that been all there was to judge his intention on. But its pretty clear that he has some doubts about the "claim".
Anything claimed - sans proof - is an allegation.
Right, "sans proof", is part of the definition. So calling it an allegation is a way of saying "These accusations which you say are true but haven't provided any proof of."
Which is an odd tone to set with a obviously displeased customer, even if it is technically an "allegation".
Nor can this be explained as just this sentence. Tell me honestly how you would feel after recounting a failed install, if the CEO of the company that you were displeased with said:
Your details are inconsistent with our customer feedback and the overall capabilities of our product and support team.
As in, "What you think does not match what I know."
Who would want to continue trying to convince the CEO after that attitude? Not even, "I'm sorry that we weren't able to help." Instead the closest we get is the 3rd person impersonal, "In such an event where..."
So, yes, I believe that the word allegation was used to point out to those listening that there has been no proof provided. Which casts aspersions. If you want to believe that it was to "do something" about his procedures and policies, that's fine with me.