They have a lot of choices, why would that specifically be a tradeoff? It's common for people to construct a tradeoff under which their preferred action is the more virtuous option, and thus they can be "the good guys", but that doesn't mean their framing makes any sense at all. Silently downgrading requests to a weaker model and billing the customer at full price, then framing the debate as how much (not if) this behavior is correct, that's an expression of values. People make mistakes all the time, if they thought it was actually wrong they could well have said so and explained what corrective action they've taken. One of the most famous examples of doing this right was the Pentium FDIV bug. Intel stood behind the product by recalling the affected units at great expense, and that (rightly) earned a lot of trust for decades.