Here's some free advice, that CEO video we get to see with Jeff talking about how peachy and awesome things are, how about for the next one we can the crap and get real. Have Jeff issue an actual apology, acknowledge the areas where they failed and outline (briefly, obviously) some steps they are taking to remedy things and conclude with a website on which a detailed explanation of what went wrong and most importantly what they are doing to fix these problems and timelines for implementing the fixes. Then actually follow through on those fixes, and if you are going to miss a previously mentioned milestone say so and provide an updated date.

Many times companies feel its bad to admit they've screwed up when for the most part acceptance of ones past failures rather than deflection or pretending nothing is wrong is all people want. When you've shat the bed (and yes UA you have) no one wants to sit there and be told how great things are. Everyone makes mistakes, reasonable people accept that but no one likes to be lied to. Own up to your failures, its the first step in not repeating them.