IMHO, it was an example of recovering from a service failure - which is a very good thing as many companies are not able to recover from such a service failure.
Fact of the matter is that there was a service failure in the first place, so I don't think that you were too quick to judge.
The real test is whether BPS is able to successfully diagnose the cause of the service failure and implement the proper processes to avoid this type of service failure in the future. Being in the business of professional services, I can guarantee you that this is easier said than done.
:-)