I do not think that the OP was criticizing DL CS or in any way commenting about their responsiveness or generosity in addressing complaints. He is highlighting the use of computer-generated emails that can produce unintentionally funny responses, particularly with the heavy reliance on overly dramatic adjective use.

Count how many "I can only imagines" and "truly sorrys" you have. For emphasis I even got a "disheartened" thrown in on top of the free 5,500 Skypesos for my late departure out of Montreal.

I do think that Delta is trying to be better, and they are clearly making an effort to be responsive to service complaints by repeating key words and addressing them point-by-point. The only problem is.... I was never in Montreal.