Is this an apology?
"you feel".... " we thought"
You are not really taking responsibility here. You are good guys. Just say "I am sorry" and ask how you can make him feel better.
http://37signals.com/svn/posts/1528-the-bullshit-of-outage-l...
You are not really taking responsibility here. You are good guys. Just say "I am sorry" and ask how you can make him feel better.
http://37signals.com/svn/posts/1528-the-bullshit-of-outage-l...
Better would have been:
"Anthony -
We're glad to have you as a customer, sorry we screwed up here. We posted notices to the status API and support email - but if you didn't get it, we didn't do our job! I definitely gained some perspective from reading your post.
We'll work even harder on future product updates to get notice to all our customers. If there's anything I can personally do to make the situation right, email me: jeff@twilio.com.
Again, very sorry. Thanks for being our customer and letting us work to earn back your confidence.
Jeff Lawson - Twilio CEO
P.S. Task.fm looks really cool. Best of luck!"
Danielle from Twilio wrote a much more sincere and helpful apology in the thread above...she should probably handle the "responding to blog rants" duties from now on.