I don't see where the MS hate is coming from on this one. Yes, MS has it's problems. But this was one minimum wage monkey being a dipshit, not the company as a whole. And one person even pointed out that it's possible she couldn't access the internet to find out the truth. She should have found a better way of handling it (like talking to a supervisor) but can you really blame her for thinking the town was fake? (It's even said there's only like 800 people there, so it's unlikely she would have heard of it anyways)
When the problem was discovered, MS took all the right actions (reinstating his subscription, and offering a personal apology from a highly placed manager.
The level that particular employee was working on was a very low one. It's like claiming Domino's is stupid and evil because the 20-something delivery driver is a moron.