Disagree. Understanding the root cause helps even non-technical customers make the right decision. For example - "If I move to a different service (competitor of Basecamp), is there a chance that I will run into this issue there too? Answer is yes, based on how DHH explained the problem." Customers understand that shit happens. Particularly because many Basecamp users are business owners and can relate to shit happening in their business too. Explaining the root cause in plain language, and emphasizing that the user data is safe is a great way to deal with this situation.
