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"Hey this idiot didn't look hard enough at what we were going to do for him." isn't the best defense, and really doesn't make your company look better.

Here's what you should have said:

"It was not our intention to mislead users with the recommend feature. We felt the current wording was clear. However, apparently it is not. We will be issuing an update as soon as possible to make this feature more clear and ask the user to review and modify the message that will be sent out before we send it.

Thank you for this valuable feedback."

You'll thank me later.




Well played with that closing line.

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