[jkincaid]

Hi, OP here. It was very gracious of him, but I should note that I've met Phil several times over the years (including while I was formerly a TechCrunch reporter), which I suspect had something to do with the speed.

[atmosx]

OP stands for Original Poster? (I know it's the Post's author, just trying to catch the acronym because I see this often on HN).

[colinbartlett]

Correct.

[justincormack]

And also if you are having this sort of problem you need to proactively reach out to all customers, not just one...