Thanks for finding & posting that. It takes the edge off.
Whoever wrote that short but thorough response has to be a Texan, because he really knew how to word it for their customer base of truck drivers and patriots.
It took someone who 'gets it' and who speaks 'man', to write this.
"Despite the dangers associated with a customer climbing a pole, we applaud the actions of the driver inasmuch as he reminded all of us that issuing a policy is no substitute for action. It was a poignant reminder of the efforts and sacrifices made by service men and women; we will redouble our efforts to ensure this failure will not occur again."