The business has no contract with Monotype, has conducted no business with Monotype, and has also (as they double checked) committed no infringement against Monotype. In short, the Monotype sales rep has no entitlement to any of the business' time.

And yet they managed to get quite a lot of it. It looks like double digit humans spent double digit hours, some of that totally in parallel to each other by accident.

In part, that's because all the people who got nerd-sniped by this didn't ever actually send a response back. In part, it's because several different business units decided to try to Handle It without doing the rational thing of centralizing to legal counsel.