I really don't like your article. I hope I can also say something bad in the comments and not always have to be positive about articles.
Why are you blaming a CEO because he cares when the ETH Network HAS serious problems the last days during big ICOs? Did you follow the ICOs? Did you see how the network slowed down significantly?

I personally read this email total differently and thought more like "he cares" and it is good that he writes that including a support email for people who missing coins. (obviously not US).

Cheers,
Chris