How to not handle customer support

I read a story on Reddit how a guy was scammed and reported the issue to localebitcoins.com. you can read the full story here. What shocked me was the reaction. Because there wer no reaction.

I would understand if the guy would like to make an investigation first before they refund assets. But in this case the communication was not even present.

My goal for all my companies is that customer support comes first. And communication is key.