This post looks like posturing to me. It's saturated with thinly-veiled animosity toward the free users. I'm sure he's sorry it all happened, but it's not clear he actually feels bad about any free users left in the lurch. The internet is a social place, and good will may as well be a form of currency. There have been lots of times that liking a company has pushed me into paying customer mode, when I would have otherwise been a "freeloader".