This isn't special... Yet. What happened here can happen even in the most dysfunctional customer service paradigms. A promblem randomly and luckily escalated from the people who can't do anything about the problem to the people who (generally speaking) won't do anything about the problem. As a lucky break, the person/department who generally won't do anything, decided in their mercy to do something this one time. IMHO, what was said in the email is just marketing duck-speak, no matter how sincere it sounds until proven otherwise.
The true fix, the actuall turnaround, is when the ability to actually fix problems like this is systemically extended deep into the space previously occupied by the employees who couldn't fix them before.
The true fix, the actuall turnaround, is when the ability to actually fix problems like this is systemically extended deep into the space previously occupied by the employees who couldn't fix them before.