Google Engineer Phone Call

So I've been dealing with a guy at Google, Johny his name is.  He's the guy that called me the first night I logged a ticket when I realised what'd happened to Sarah's email address, and he rang me last night pretty much 2 minutes after I sent them a "We have resolved the issue!" email.  The relief in his voice was obvious, he skipped the whole "This call is being recorded for quality purposes" speech etc.  He was so happy it was fixed - he apologised again about 2-3 times for not having helped get it fixed sooner and told me he was very happy it was fixed because he'd had "3 or 4" meetings with his managers about the problem.  He was elated, he said goodbye and he sounded so much happier than he ever had before!  This was his email he sent once he closed the ticket:

"Hello Tim,

Thank you for taking my call today. It was a pleasure assisting you. Honestly, I really appreciate your understanding and patience all throughout this process. We had to wait 30 days to get the account purged then a few days to actually resolve the issue. Please accept my sincerest apologies for I have been incompetent in this case. I hope you understand that you have contacted the account recovery team for workspace."

I almost want to write back and tell him not to berate himself by calling himself incompetent, but then again it did take ~5 weeks to resolve, so I haven't replied...

Sarah said last night that everything re-attached and is all working again as it should be.  I'm so glad that's over.

Tim