I'm confused by this article. The engineers both do not dispute what their rep said on the phone, and also admit that it was not user error. But they have not s

I'm confused by this article. The engineers both do not dispute what their rep said on the phone, and also admit that it was not user error. But they have not said that it should not have happened. Maybe I'm misreading? Has anybody said that this was not meant to happen? They've accepted that it deleted their files, but was it a bug or not?