First, a comment on form:
I think you’re trying to communicate in a way that doesn’t fit the environment you’re at, the article you’re responding to. I know how to tell when someone sees facts and tries to say “this is reality, look at it and benefit”, as opposed to “this is sad. maybe you can do this or that?” The latter may be a good approach to follow :) It takes some work when you’re used to calling the shots as you see them, but people tend to heed the advice more, or at least not feel bad towards you. If you want, skip the rest of my response.
I think you got something wrong:
1- It’s not easy to give customer support, especially if you have no control over the end product the customer gets. I don’t think you’ve done that kind of support where your hands are tied, you can’t promise anything, you can’t make sure anything that policies do allow you to promise will be followed through with, and customers will get ahold of you on the phone again when things keep on being wrong. Dealing with the emotional wear and tear is no joke, and the tools to deal with that are not usually not taught when starting out. Judging by the author’s writing, it seemed to be what she was going through.
2- Your response may have had a better impact if you communicated your thoughts differently — with more empathy, maybe or with wording that didn’t sound like a reprimand. I think much of the backlash you’re seeing is due to that. I think you tried putting data on the plate for the benefit of all, and I respect it. As I said at the beginning, it may be good to try a different approach which made people feel supported — empathize, then suggest. If you must suggest, though, ’cause most people aren’t out there for a piece of our mind, but for a piece of our love.
3- I do think she really needs help. If she didn’t, she’d known not to publicly badmouth their boss, or to get roommates. You may have been trying to say there are people in more desperate situations, but that’s not what you stated. Remember the part where she was getting away from a bad place? That sounds like she didn’t have proper opportunity or clarity of mind to properly assess what she was getting into — perhaps from the pan to the fire, or maybe even with all this going on she is still in a better place.
I won’t comment further about what you wrote on the edits — I think you’re feeling attacked, which is pretty accurate if the public responses are a measure to go by, and that caused you to be more caustic than if you’d been cool. Don’t take those attacks personally — what you wrote is rough, and the roughness is being attacked. Please, consider learning from the responses instead :) Think about the point they raise, the parts that rustled feathers, and think about a way you could’ve delivered your message without rustling them. It could be useful for you in other situations — it has been for me.