The only thing I'd point out here is that while they did address this somewhat quickly (for a large company), I do not believe they handled it well up until then.

Quite frankly, Apple needs to, as a rule, stop Steve from replying to emails from the public (and most press). I actually do think it's cool that he does that, but nothing good has ever come out of it for them as a company (that I know of). Anyone disagree?