Comment by machomaster

I will share a related communication insight.

If the mistake happened, there are only 2 possible positions to take: either downplay or overplay it. The nuance is that whatever you take, your customer is going to take the other one (thus balancing the Universe).

If the bug happened and you start downplaying it, this will make the customer angry, feeling that his pain doesn't matter, that he needs to amp the communication power in order to make you fully understand the frustration. "Screaming will continue until understanding arrives".

Alternatively, if you take the "this is terrible, we are so sorry, the sky is falling, we will fix it immediately" (genuinly, without sarcasm), then it is the customer who is going to take the "Thank you for listening and responding, it's no big deal" stance.