That depends on your perspective. I, for one, am put off by excessive "corporate image". Perhaps some people are put off by hearing that sometimes one department doesn't talk to another. For me, I'm just pleased to hear that there is an explanation of some sort. And that there is an actual human being somewhere within the company, not just an anonymous collection of robotic drones. And guess what: I already knew that sometimes one department doesn't speak to another because that happens everywhere.

Users become a lot more accepting of problems when there is a feedback loop acknowledging and explaining those problems. It certainly does not mean the problem will be fixed, but it is a starting point.

When there is no communication, then the users are left to imagine all kinds of wild theories of what went wrong and why. It is a waste of time for all involved.

Agreed, this guy is putting his job on the line. I appreciate his contribution to the discussion, but would hate to see a guy lose his job over a HN comment.