I posted this in a Facebook page - I thought it would be worth repeating it here.
One thing is certain = given the various reactions from Jersey Street - when the Red Sox make a mistake, they are absolutely HORRIBLE at damage control.
At the end of the 2014 season, we gave serious thought to giving up our season tickets after two or three "nasties" were foisted upon us.
One blatant one, which I won't detail here. I managed to put it behind me, and they did make sure the incident didn't happen again. But we never received an apology for it.
And the night before renewal - 2014 for 2015 tickets - I had a sleepless night pondering it.
NOW - I'm not a business consultant BUT I have seen things like this happen in my working life. The BEST course they SHOULD have taken - is
1) internal order - all statements on this matter should come from the TOP - not from any Sox or NESN employees. Gag EVERYONE inhouse - the big guy will handle it soon.
2) There should have been an announcement by Sam K., "yeah we could have and should have done this better, and included Don Orsillo. It was a slip up that never should have happened". Should the 45 second video have been included?
YES. But you can't crank the clock back. "Damage Done".
Are the Red Sox sorry for the omission?
They should say YES. An apology can lead to two things - one, it might mitigate the damage, and also serves as a deterrent, so things like this are less likely to occur in the future.