So they're sorry for the "concern", but not the action? Can they really not understand what was the problem with what they did?

It does look as if they've addressed several major concerns, but they're still bulling on ahead. And it's kind of ballsy after all of that to say that "tens of millions of people had tried the service in its first 48 hours" when "trying the service" appears to have been an unavoidable consequence of checking one's gmail, at least during that window of time.