I'd call the customer's response to his apology both classy and appropriate: Yes, obviously he meant the sentiment behind it (in the way people often talk about

I'd call the customer's response to his apology both classy and appropriate: Yes, obviously he meant the sentiment behind it (in the way people often talk about those they don't know personally or who aren't standing right in front of them), but accepting the apology is a nice change from the normal "OMG EVERYTHING IS A CRISIS THIS IS AWFUL" reaction we normally see from Problems On the Internet.