Write a Social Media Crisis Response

Write social media crisis response copy for the following situation:

What happened: [DESCRIBE THE INCIDENT]
Platform(s) affected: [WHERE THE CRITICISM IS HAPPENING]
Scale: [HOW MANY PEOPLE / HOW VIRAL]
Our fault level: [FULLY OUR FAULT / PARTLY / MISUNDERSTANDING]
What we have done to fix it: [ACTION TAKEN, IF ANY]

Deliverables:
1. First public response (within 1 hour) — acknowledge, don't over-explain, show action
2. Follow-up post (after resolution) — update on what was done
3. DM template for responding to individual complaints
4. Internal holding statement for customer support team

Tone: calm, accountable, direct. Avoid defensive language, excuses, or corporate PR speak.