How about a little contrition? Something like 'Yeah, we know we've screwed up our delivery over and over again. And we've never really delivered anything as promised. And our model has been repeatedly shown to be a failure. And we know you told us for years this would be the case if nothing changed, and we ignored you anyway. So we are sorry to ALL of you. Here's how we're going to change everything or here's how we're going to refund you.' Pretending there is one marginal, disgruntled group is a cynical, face-saying decoy designed to ignore the fact that virtually everyone is disgruntled. Pure arrogance.
