Reading through some of the emails, maybe it's because I don't know these Penny Arcade people and why they are supposed to be "popular", but they seem just as immature as the guy selling the controllers.
I don't blame their way of stepping in. Maybe elaborate more so it's, "Holy shit, if he's using PAX to justify this behavior then I'll make sure he won't have a booth," makes it more obvious than, "holy shit, no PAX for him!"
But, really, jumping in when your name, essentially, is being used as justification for mistreating a paying customer, I feel that's totally fine.
I haven't been following nearly as close as some here. Did his child really age two years in the past 48 hours?
They were hard times, man. The baby has seen things that cannot be unseen.
Escalating to a higher up doesn't always lead to firing, by the way. The guy deserved to lose his client.
There's also this to consider:
1) There is no higher up as far as Ocean Marketing is concerned. He is the higher ups.
2) N-Control was contacted but nothing came from it until after someone hunted down the contact information for David Kotkin himself rather than the company.