I'm guessing someone in PR wrote a letter just like it. Then the CEO decided that it didn't really have the emotion and humility that the one posted had.
Sure, PR can spin anything to seem pretty, but sometimes its really just better to admit failings (pricing changes) and show that you're not perfect.
If Hastings admitted to a mistake, it's for failing to explain what they were doing more clearly. His words: " It wouldn’t have changed the price increase, but it would have been the right thing to do."
Am I the only one hearing a hint of condescension here?
Sure, PR can spin anything to seem pretty, but sometimes its really just better to admit failings (pricing changes) and show that you're not perfect.