What about thousands of users that will not see this reply? The gymnastics that an average user needs to do in order to contact support are ridiculous, and according to many stories here, it mostly solves nothing. Your explanation is fair enough, but I assume you guys should make a solid plan for increasing support quality and make it more available.
As of wrongly billed resources - to be honest, you are half blamed for that. I often create apps and base on SAAS reporting to see if the script behaves as expected and uses as many resources as needed. You have misled developers to believe everything is alright and now you are punishing them. I would expect some credits for time being and "transition" period.