I think the concern is that it could be seen as minimizing the harm done to those affected, but I personally think this is kind of a hypersensitive overcorrection :P
people have varying degrees of sensitivity and also different defaults when it comes to interpreting phrasing depending on their native language, cultural expressions, current emotional state and more.
its a bad thing to assume that everyone is the same here and have some default reactions.
these are people who in name of company are responding to customer concerns, unlike us who are simply commenting on stuff. its a different context to communicate from.
what do you think will be nhe result if they word things clumsily, people get angry, and then stop their subscriptions. Its not a handy thing to be doing. Big tech can be harsh, ive seen people sacked for less.
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