I'd say otherwise - it's a reach out to have a relationship. It's hard to have human relationships only by writing. Of course the best way to build it is to meet in person, but if impossible - it's always good to have a video call.
If someone is frustrated, the following chats won't do much really. They have already built a wall, and we need to meet around it, not throw our letters over it.
Who wants "a relationship" here with some manager who has just delivered the standard corporate nonpology? The problems are listed in the first message, start by fixing them.
Your claim is based on the very strong assumption that if you have a phone or video call with a person that you already hate, things will get better.
My life experience does tell me that this is often not the case: if people are already frustrated and have built a wall, it is better to use something more impersonal, like such an online text discussion.
> It's hard to have human relationships only by writing.
I don't follow. Some of my most important friendships were built on forums and text-based communication. We never felt any need to have video calls. Some of them I met in person once, 15+ years after we started messaging each other, and we're great friends regardless.
I don't mean to say you're wrong in an absolute sense, but I can't relate to your post at all. Not a single one of my friends has video calls as their preferred method of socialization with online peers.
Then at least try to sound like a genuine human that cares and not a PR response when reaching out. Offer a "you can call me if you want" vs making the call the expectation (it's phrased as a question but there is no other path offered).
First of all, I'm shocked to learn about what happened. We at Mozilla had no idea that sumobot is wreaking such havoc on your work. Please accept my sincere apologies.
It would be a great pity to have all your precious work done, so we'll do our best to fix it. I would be very grateful if you could schedule a meeting with me so that I could understend the issues you described better so that they are fixed asap?
Once again, I'm very sorry for what happened and I hope in spite of that you can continue doing great work for the Japanese Mozilla community.
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If someone is frustrated, the following chats won't do much really. They have already built a wall, and we need to meet around it, not throw our letters over it.