Earlier quoted context omitted.
> no ability The bank could have abandoned Microsoft products. They could have sued Microsoft. Blaming one's underlings is a sign of weakness. Blaming the customer would be a disaster.
Sure, it was the right thing to do. But it wasn't a difficult thing to do.
Apologizing and taking responsibility is a sign of good character, not a sign of weakness.
Case in point: antennagate and Jobs' attempt to blame the users for holding the phone wrong.