I'm always unsure how to read this.
One one hand it is nice that there is someone in the company willing to do work which is in the interest of the customer (of sorts).
But on the other hand it shows the company is willing to let quality, support, customer care, service and everything else decline but when it comes to public image is prepared to do everything within their power, even (yuck) their job in order for damage control.
Now that I'm writing this I know exactly how to read comments like "now that it's in the public eye, we'll do something - maybe".