Yep. I haven't had the best experience with DO previously (not terrible, just not great), and was vocal in the original thread about this, and I think this is one of the best reactions to a customer service failure that I've seen from a tech company.
This wasn't a failure that impacted thousands of customers [#]. DO could've just fixed things up for this customer and said not a word more, and changed nothing, and everyone would've forgotten about it by about ... now.
Instead they dedicated a nontrivial amount of resources to understanding what went wrong -- identifying not just a single cause, but several -- and publicly explained what happened, without a lot of weasel words, and what they're going to do to fix it.
It's an awesome response.
[#]: ...at that specific time. Yes, others have probably previously been impacted.
This wasn't a failure that impacted thousands of customers [#]. DO could've just fixed things up for this customer and said not a word more, and changed nothing, and everyone would've forgotten about it by about ... now.
Instead they dedicated a nontrivial amount of resources to understanding what went wrong -- identifying not just a single cause, but several -- and publicly explained what happened, without a lot of weasel words, and what they're going to do to fix it.
It's an awesome response.
[#]: ...at that specific time. Yes, others have probably previously been impacted.