[swanson]

Formula:

* Actually apologize in a human way

* Show empathy by identifying the impact of what happened to customers (not your impact internally)

* State action items that you've created, even if they are just in 'evaluation' state

* Indicate that the specific incident in question is being handled outside of this forum

* Take responsibility for things even if you shouldn't "have to"

[voltagex_]

For a "what not to do", have a look how (the CEO of?) FTDI responded after they were caught intentionally "bricking" chips that were detected as counterfeit by the Windows drivers.

[Namidairo]

Last I heard, these tainted drivers from FTDI weasled their way through WHQL and into Windows Update...