My sense is that any time a company issues a statement or response about a customer service issue, someone will dislike the tone and comment about it. This gives an inflated appearance of dissatisfaction with statements by large companies and over-perpetuates the corporate PR-speak meme. That's not to say that companies never dodge key issues, refuse to own up, or spin things in their favor.

But in this case, it sounds like someone at Amazon simply fixed the mistake, admitted the mistake, and clarified their position. Just because they didn't use profanity and an informal tone doesn't change the content.