Mistakes inevitably happen at scale. Sometimes they’re not caught by traditional channels. What I try and encourage is our leaders to take responsibility and fix them wherever they see them. Which is what John did above.
If the support side of things isn't scaling the same way the technology is, then maybe the whole business isn't "scaling". You can't just make one side work and then throw your hands up in the air and say, well, it's just too many user to have proper support. I mean, that's how it works but it's not how it should work.
"Whereever they see them" implies to me that it's not a systematic solution that is ever able to scale unless they scale their "leadership" the same way.
I don't think "wherever they see them" is the entire solution to scaling. I'd imagine that they have a whole system in place - an imperfect one because all systems are - that includes more than one part of it. That is "leadership fixes issues wherever they see them" is an component the system, not the system as a whole.
Even if you saw all the "cf fucked up" tweets/posts/etc, you still couldn't make that assertion without knowledge of all the times they didn't fuck up. People are far more likely to make noise about issues than things just working. This assertion is like assuming the starbucks corporation is incapable of producing a coffee people will buy because you saw a couple tweets about a messed up order.