The request by itself is fine; it's not about that, but about the nuance within the word choice and what it conveys. It appears the OP is an incredibly valuabl

The request by itself is fine; it's not about that, but about the nuance within the word choice and what it conveys. It appears the OP is an incredibly valuable community member that has been deeply affronted and hurt by the recent changes. Any attitude other than "I'll move heaven and earth to make this right for you" will likely feel insufficient. Even failing that, I'd at least expect an attitude of "I really, REALLY don't want this to ever happen again". I see neither. The staff member comes off as robotic because there's zero conciliatory tone or admission of wrongdoing at all in the message. "I'm sorry you feel this way [about the workflow]" puts the onus on OP, and doesn't convey a hint of remorse -- even "I'm sorry our workflow has intruded on yours" would of course be better. "Would you be interested" should be "Would you be willing"; "to talk about this further" could be "so we can better understand what went wrong". These nuances matter a lot when people are offended. If they're this incompetent at communication over text, I don't know that I'd bother with a video call.