I honestly don't understand the POV that H&M should have just kept quiet and faded into anonymity. There was so much horrible, racist media that was translating into hate and death threats, and no one from the palace was defending them. Why shouldn't they speak up and give their side? Honestly, would you want the world's media saying these things about you and for these things to stand for all time? Wouldn't you want to fight back? When Harry said (I don't remember the exact wording) that he was doing it for his children and that he didn't want for them to look back at this time and ask what he did - I agreed with this. I wouldn't do nothing.
For the record, I do realise that the documentary is biased. But their treatment by the media is there for all to see.