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For the people who care about it (personally, I do not in this case, but there is others where I do), this is not just 'one bad night'; it is exactly the sort of event which justifies the premium.

<curmudgeon> I see we are fully into the post-accountability world. </curmudgeon>

At the very least, the customers deserve an explanation of what highly-improbable circumstance led to the unfortunate outcome, if the claim that "it's not right" is to be considered justified.

This is more so a business error than a technical one. They needed to take more baby steps up to an event of this magnitude.

I agree but this is what tech companies have made us into with their instant gratification expectation.