Huh. Well, that's how you handle a post mortem! You outline what you did wrong, and then you outline how you're going to fix it. And it looks like the proposed fixes are appropriate, so...
DO, like (nearly?) all companies (not to mention most people), is obviously greedy and self-interested, and yes, I'm sure a major driver of the quality of response was the twitter storm that erupted, and I don't want to excuse the underlying mistake which was significant, but...
Agreed, and it was more or less the response I was looking for a couple of days ago.
We'll be staying with DO.
We already use other VPS services as backup, and will probably add one or two more. But because of their well-documented response (and at least being able to identify what went wrong, and hopefully to fix it), we aren't going to drop DO.
Thanks for the response, and congrats on standing out in a very small crowd of companies who can own up to their customer service problems.
DO, like (nearly?) all companies (not to mention most people), is obviously greedy and self-interested, and yes, I'm sure a major driver of the quality of response was the twitter storm that erupted, and I don't want to excuse the underlying mistake which was significant, but...
...at least the responded well eventually!