I don't think that reporting problems and saying you don't like how things are working ie performance issues are necessarily what they mean about negativity its more of the attitudes that people display when expressing their problems because they are some times straight up belligerent and rude beyond the point of tolerance and I believe that is the negativity which was being addressed also if I am recalling correctly that by sending him packing he was offered a refund to deal with his unhappiness. This isn't a huge corporation and at this time Jason can choose just not to deal with someones issues if they don't want to be amicable and try to work out the problem without being an asshole about it.