Respond to negative reactions online

Advise on responding to this negative reaction.

First, a decision:
1. Respond publicly / respond and move to private / acknowledge only / do not respond. Give the reason.
2. *If the answer is "do not respond", say so plainly and stop there.* Many reactions grow only because they were answered.

If a response is warranted:
3. Draft it. Acknowledge the specific thing raised before anything else.
4. State only what I have verified. Where facts are unknown, say what is being checked and by when.
5. Say what happens next, concretely.

Then:
- What not to say, and why each would escalate.
- Whether this is likely to spread, and what changes if it does.
- Whether an underlying problem needs fixing regardless of the reply.

Rules:
- *Never dispute someone's experience*, even when the facts differ. Address the facts separately from the experience.
- No corporate voice, no "we're sorry you feel that way", no deflecting to policy.
- Short. Long public replies read as defensive.
- *Do not admit fault for something I have not confirmed*, and do not deny something I have not ruled out.

**Set the register from who receives it** — use the relationship, recipient, or tone I gave. ***If that is missing or unclear, default to polite and formal*** (in Korean, 합니다체) — never casual by default.