We are often asked to excuse hurtful behavior because the person had good intentions, and I believe this is often true—most people don’t hurt you on purpose.
An important corollary to this though is that when someone has good intentions, they will want to make amends for any unintentional hurt.
It’s a conversation that goes both ways.
Notes for the support team:
“Good intentions” are best revealed by changing behavior you’ve been informed is hurtful.