In this whole sad, sorry tale, the problem is that the Heroku support engineers clearly knew, and communicated to the customer, that the unexpected/unreported l

In this whole sad, sorry tale, the problem is that the Heroku support engineers clearly knew, and communicated to the customer, that the unexpected/unreported lag was caused by the random queuing. They knew what the problem was for three years; it was only when a big customer went very public that they adopted the right tone and action plan. I imagine there's great discomfort inside Heroku these days because somewhere between the line engineers who knew about this issue, and the CEO, the fact that customers were complaining was swallowed up.