Very nice story Insom...
A little background on me.. I work as a business consultant in CRM (Customer Relationship Management). This basically means that businesses pay me on average $200 an hour to tell them how to treat their customers, using data, databases and basic common sense and understanding human interaction.
With that being said, I hope you'll take my advice and take the time out to inform THEM that you feel this way.. not just the GMs in question, but go as far as you can in locating the people in charge and informing them of your positive experience. It goes a long way, and it's all part of the customer/supplier relationship.
Also, as you said, that is exactly the way to handle such issues. It doesn't really matter if it's timely...all that matters is that you et feedback, which is why I was also impressed when they constantly had hourly updates during the outage this weekend. It's the best and only course of action to fix such an issue.
On another note, I used to be a so-called ARK in Anarchy Online, and we had a hoot roleplaying our assistance to players. We had teleport spells and we /emote'd our appearance out of thin air, did socials /contemplate'ing their predicaments and /cheer'ing when people were helped out.
I never had ONE complaint when we did it like this... it was pretty amazing.. people would log a complaint that they lost xp, had been stuck in geometry for hours and all other manner of things. Yet they would STILL enjoy us taking the time out to make their problem a personal and fun experience. We were part of the game world, and that made it special.
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