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Hi, OP here. It was very gracious of him, but I should note that I've met Phil several times over the years (including while I was formerly a TechCrunch reporter), which I suspect had something to do with the speed.

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OP stands for Original Poster? (I know it's the Post's author, just trying to catch the acronym because I see this often on HN).

Correct.

And also if you are having this sort of problem you need to proactively reach out to all customers, not just one...

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