Listen to the problems players have – don’t get hurt by their insults if they have a bad day.
Even when they might call you stupid and be totally wrong. Because your game didn’t work on their computer that doesn’t mean you should counter attack to that insult. You should try to resolve the problem. Ask whether a new video card update helps or installation of the fixed version helps. Or anything else. Ask whether you could help.
It might turn out that the player has done some very simple mistake and is blaming you for it. You should try to see deeper and try to handle the problem not the symptoms. They might even notice their own fault and apologize later – and tell their friends how extraordinary support they got.
Wrongly said insult – and there aren’t any rightly said – will harm your business.