[danilocampos]

You've created a false dichotomy here. You don't need PR to have empathy or accountability – just a sense of humility. You can still be completely blunt. If the blog post had ended with:

"We fucked up. Not cool. We're going to work hard to prevent these things in the future and earn your trust."

Then the tone of the response would have been very different. That email was pretty good – they should have said something closer to that in their blog, too.