For what it's worth, I think it's commendable that you are engaging this externally no matter the tone, instead of the usual cowardly radio silence like most big cos. I find the this-is-not-actually-an-apology nitpicking disappointing; community should be encouraging this kind of conversation, not squashing it.
They are engaging externally because the issue has gained traction in the community. I also don't think people need to be grateful because they were blessed with a response.
