I think we should make judgement on the outcome rather than the email (since it's basically speculation anyways). Judge: Do these types of problems happen in the same amount and severity in 6 months? (or whatever time horizon you think is agreeable to see significant progress).

And there shouldn't be mockery for him fixing one account. Sure there are many to go, but before this account was in the same boat...so it's an improvement no matter how small. Whatever Andy said in his post really resonated to D. Marcus; now I hope it really is the catalyst for PayPal to improve.

edited shortened it up.