I disagree. The tone was more akin to "This really doesn't impact a lot of our customers, but the customers it did impact caused a significant (unexpected) resp

I disagree. The tone was more akin to "This really doesn't impact a lot of our customers, but the customers it did impact caused a significant (unexpected) response." That's perfectly valid. They felt that it was a minority doing it (which is probably true) so this would be a non-issue. It wasn't, so they reversed it.