[wpietri]

It seems like there are two ways to handle an exceptional condition. One is to say, "Gosh, this is bad! We'll fix it and move on!" And the other is to say, "This is bad, and it's telling us something about the system we've built. So let's fix it for this person, then find the systemic flaw and fix it so we stop doing this in the future."

Sadly, a lot of companies will look at a PR problem and do just enough to make their pain go away, without ever saying, "Wait, are their people we should care about besides ourselves?" It's disappointing.