This is a little late, but it’s still the right way to handle the criticism. From Amazon:
This is an apology for the way we previously handled illegally sold
copies of 1984 and other novels on Kindle. Our “solution” to the
problem was stupid, thoughtless, and painfully out of line with our
principles. It is wholly self-inflicted, and we deserve the criticism
we’ve received. We will use the scar tissue from this painful mistake
to help make better decisions going forward, ones that match our
mission.With deep apology to our customers,
Jeff Bezos
Founder & CEO
Amazon.com
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Given the customer-first model of Amazon, this is an awesome apology. I like the direct and self-critical language.