Well in that instance the code logic that determined who got the email was fouled up. It's much simpler to see which 90 owners have less than x miles at 90%, or better yet if they know the precise cause then query directly for that. I think it's a good idea to maintain good rapport with customers, something which is clearly lacking here. Folks go into their SvC and are either told there is nothing wrong or that some future update somewhere along the line is going to fix it somehow. Neither are good responses, IMO.
I think the SvC response would be fine if it was consistent and with a little more specificity. If they acknowledge its an issue and are committed to fixing it within a certain timeframe I would trust that.