The way I see it, it's not something that should be joked about, at least not yet. I basically agree with SnazzyLab's take. This is all immensely disappointing, and absolutely needs addressing and fixing. And it will take time. But joking around/laughing about it is in poor taste. Right now, it's time for looking at what's broken and improving it. Imagine someone hits you with their car. They've given you their insurance info, but then they say, "Lol, but that was some pretty sweet driving, wasn't it?" I'm not saying he needs to be apologizing 24/7 on repeat, just that he needs to put some thought into how what he says will be received. Or maybe even just not say anything. There's nothing wrong with saying, "We're going to address this stuff" (which they have a video about) and then quietly working on things.