Let's put it this way for all of us who have jobs and any of you who will ever have a job, if you spoke to your customers or in a written communication like this you would be finding yourself a new job...
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Exactly. You don't gloat and basically say "hey we messed up but we can do what the hell we want. But since you're complaining about it I guess we'll do something to compensate." I'd get fired for saying things like that at both my jobs to people :D.