My quick-reply canned responses backfired hard during a product recall

I used to fire off pre-written apology templates within minutes of any complaint. Last month our batch of granola bars got a recall over undeclared nuts, and my automated replies made people think we were downplaying it. Now I write every response from scratch, even if it takes an hour, because one generic line made a local news site quote me out of context. Has anyone else ditched canned replies after a worse outcome, or do you still use them for small stuff?

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