Not wrong, but that comes with promoting yourself on ideology grounds. If you want support because you are the plucky underdog community project that cares about people and are running ad campaigns how you are not evil big tech, then don't be surprised if people hold you to it. Mozilla is in this weird space where it wants to be both the good little guys and a proper Silicon Valley tech company, and those don't necessarily mix well.
It's a community matter posted in a public place, a non-statement with an immediate attempt to direct it to private conversation reads like trying to avoid attention to your mistakes (e.g. hypothetically you don't have to public admit you didn't do anything to check for guidelines to follow). More vibe-y, it all sounds very corporate, like any PR statement in response to criticism ever, or a manager writing to an employee in a big corp, not "humans working together in a community, and one of the humans is clearly pissed off right now".
Also while it's phrased as a question, it doesn't offer any alternative next step. So a better approach would be writing down the initial questions you have and then offer that you'd be open for a call if the OP prefers that. If they don't, they can immediately engage with your questions, and they are open to everybody else in the community. Whereas right now if they say "no, I don't want to call you" that's all you've given them.
(To be clear I can easily believe the writer of the response is not intending any of that and means well, but that's how it comes across)
Reading other comments, US folks seem divided; I am with you and the others on this side of the fence, I've seen this exact situation play out in corporate life many times. They are attempting to quiet a public discussion of dissent and dissatisfaction.
I’m an American. The response is coded as “do nothing”. The proper response here would be to say “we’re going to roll back the changes until we understand and fix things that are going wrong.” The individual may not have INTENDED the dismissive due to the way American corporate language has internalize “do nothing, take no position, take no risk, admit no fault” but it’s definitely the tone. Essentially this is a human problem: how do you deal with someone motivated by project passion rather than revenue goals or personal income? It happens ALL THE TIME with nonprofits interacting poorly with volunteers because the motivations and associated daily language are so divergent.
Then say so if someone complains about it? "Shoot, we accidentally ran it in the wrong mode, sorry about that, I'll look into someone fixing it ASAP" is a lot better than "We're sorry for how you feel".
Then at least try to sound like a genuine human that cares and not a PR response when reaching out. Offer a "you can call me if you want" vs making the call the expectation (it's phrased as a question but there is no other path offered).
a) don't apologize for the other persons feelings, but for your actions that lead to it
b) don't look like you are trying to take the conversation out of the community space it's happening in and/or hiding details by going to a private call (you can offer a call, but it shouldn't be the expectation)
c) Acknowledge the concrete complaints made. Are you truly "struggling to understand" what someone means when they complain that it didn't happen in a staging environment first?
d) a-c also lead to "don't sound like any cookie-cutter PR response to a complaint ever, people have learned those are not genuine". Especially if you are a project that makes a big deal out of its community interacting with said community.
e) ideally announce some concrete first step, e.g. pausing the bot
One point I'd like to add as someone who has worked in IT support for years:
Don't answer when you haven't done your homework. Either you check for yourself if what they claim has happened happened and acknowledge the fuckup or you just trust them as go on "if this is true and we have no reason not to trust you, it should never have happened".
But not understanding? The description of the incident was pretty clear. Maybe think about it and investigate till you understand what the problem is, and then answer.
Or answer being clear about that if you feel like you need to respond now. Acknowledge there is a problem, say you'll have to look into the details before you can say more, come back with specific questions if you need answers.
> Are you truly "struggling to understand" what someone means
You've turned this around into a very different quote, and shouldn't use quote marks for that. They wrote:
> We want to make sure we trully understand what you're struggling with.
I don't like their response and agree with a lot of people in the thread it looks like they are trying to do the call to take it private. But we don't have to make up stuff.
Yes, but what is there to understand? A bot erased the hard work of people. That is the point.
Sure there may be more fine detail to understand around the guidelines etc, but first you should acknowledge that (A) your bot fucked up big time, (B) everybody would be pissed if years of work would be overwritten in such disrespectful manner and (C) that this isn't how you want to treat your community.
If you don't manage that this person made the right call when they decided to leave.
Sure, but there is no reason to fabricate a quote they never said. Their offputting real response can stand on its own without imagining a new one that never happened.
If the post gave any acknowledgement to the already stated complaints I'd agree with you, but it does not, and that does stand out and leads to my reading.
AFAIK Safari was the first browser to support MathML fully, and FF also supports it. Chromium was the latest IIRC. MathML has been baseline-available since 2023 after Chromium got support.
The big issue is that MathML is designed as a target language, not something directly writable. So we still need a KaTeX equivalent, which compiles either LaTeX equations or other markup languages to MathML.
Regardless, the core issue that you have mentioned is now gone (or will be in a few years even if you want more availability).
