[detaro]

It's a community matter posted in a public place, a non-statement with an immediate attempt to direct it to private conversation reads like trying to avoid attention to your mistakes (e.g. hypothetically you don't have to public admit you didn't do anything to check for guidelines to follow). More vibe-y, it all sounds very corporate, like any PR statement in response to criticism ever, or a manager writing to an employee in a big corp, not "humans working together in a community, and one of the humans is clearly pissed off right now".

Also while it's phrased as a question, it doesn't offer any alternative next step. So a better approach would be writing down the initial questions you have and then offer that you'd be open for a call if the OP prefers that. If they don't, they can immediately engage with your questions, and they are open to everybody else in the community. Whereas right now if they say "no, I don't want to call you" that's all you've given them.

(To be clear I can easily believe the writer of the response is not intending any of that and means well, but that's how it comes across)

[emayljames]

I am from the UK, and I also think this is true. Hop on a call and the wording sounds like they do not want to fix the issue

It comes across very condecending. Maybe it is a US problem

[styanax]

Reading other comments, US folks seem divided; I am with you and the others on this side of the fence, I've seen this exact situation play out in corporate life many times. They are attempting to quiet a public discussion of dissent and dissatisfaction.

[flkiwi]

I’m an American. The response is coded as “do nothing”. The proper response here would be to say “we’re going to roll back the changes until we understand and fix things that are going wrong.” The individual may not have INTENDED the dismissive due to the way American corporate language has internalize “do nothing, take no position, take no risk, admit no fault” but it’s definitely the tone. Essentially this is a human problem: how do you deal with someone motivated by project passion rather than revenue goals or personal income? It happens ALL THE TIME with nonprofits interacting poorly with volunteers because the motivations and associated daily language are so divergent.