In this case, I'd suspect that lighting the fire should be the first step to burning most of the customer relations department. I'll trust Paypal when I feel the smell of burning corpses from their offices.

I work at Paypal and can confirm this is definitely David Marcus. He really shoots from the hip with communications, internally as well as externally. (He has sent the internal version of this message to the public: "guys, we are getting our asses kicked, we need to rally and change the way we do things".)

I pretty much agree with him. There is a lot of fresh blood trickling in from the top over the past year or so. Time will tell if the new leadership can empower the marginalized, scattered, and demoralized minority of good engineers at Paypal.