It doesn't seem like this is a fair comparison because the target audience is so different. Were I a consumer using Instacart, I'd just want the situation to be

It doesn't seem like this is a fair comparison because the target audience is so different. Were I a consumer using Instacart, I'd just want the situation to be fixed, and I wouldn't care so much about the technical details. If I were burned by the Heroku issue, I'd likely be technically oriented developer and would want to know exactly what happend, why, and be assured that it wouldn't happen again. It seems like both companies did a fair job of communicating with their target audience.