Again, this is not about
-how advanced Heroku's technology is on an absolute level
-how challenging routing is for their scale
-what competitors offer in this space and for what prices
This is only about the delta between what Heroku sold their customers and what their customers received. They are collapsing the delta now, by being honest about what they are selling (and improving their offering, it seems), but they are doing nothing to address the long time for which the delta was significant for a subset of their customers.
There's actually very few cases where people paid more money than they would have otherwise. Heroku is a service with your bill prorated to the second. For the most part, if people don't like the performance (which is measurable externally via benchmarks and browser inspectors), they leave the service. Many people who hit problems with visibility and performance did exactly that.
Naturally, we'll be working hard to try to recapture their business, as well as to remove any reasons that existing customers might leave as they hit performance or visibility problems scaling up in the future.