> All of the criticism is [...] minimal in nature (not saying the word "sorry" when explaining an outage). I can't disagree with this sentiment enough. The wo

> All of the criticism is [...] minimal in nature (not saying the word "sorry" when explaining an outage). I can't disagree with this sentiment enough. The word "sorry" isn't about being nice – it's about being accountable. What we're seeing here is a second lapse in Dropbox's security – a hard problem! – but little acknowledgement that hey, this really isn't okay, these files are important to users, and this is a breach of trust that needs to be remedied. Moreover, this isn't an outage as in "boy, wish I could access my dropbox." This is a security outage as in "boy, wish the entire world couldn't access my Dropbox." The period of time, the cause, the impact is, in the end, immaterial to the outcome of breached trust. So when we fuck up, as grownups, we take a moment to acknowledge it, explain the cause, and express how much we value the trust we've been given. The alternative is to leave the impression that trust is taken for granted. Which, in this case, it sure as hell feels like it is because Dropbox is doing nothing to dissuade that impression. These are good guys with a great product that makes a lot of people's lives better. They just need to be accountable for their shit – that's all people are asking for here. Perfection is impossible but being good in your relationships with users is something anyone can do with a little empathy.