Good points, but I think the other (maybe bigger) issue here is one of perception. Yes, they may nail this particular problem, but will customers trust their ha

Good points, but I think the other (maybe bigger) issue here is one of perception. Yes, they may nail this particular problem, but will customers trust their handling of the next issue? Heroku's offering is based on instilling confidence in customers that it will just plain do what is advertised without the pain. The story here is that customers experienced additional pain not only because they used Heroku's service, but also because of Heroku's failure to address real customer concerns for so long.