Been in support for some time, and when your crap is broken you gotta be ready for the heat. But in my experience being honest with your customer base pays dividends. It builds trust, and later down the line when you have to look them in the eye and say "no" that trust goes a long way. I used the term parroting because despite evidence to the contrary Bungie continued to state that bans were permanent, and that they had not erroneously banned anyone. Which at the time of the last statement I'm certain they knew was false.