I appreciate this peek behind the curtain but don't share your cheer that humans being involved in the process somehow means it should get the benefit of the doubt when things like this happen.

In fact, the reverse is actually quite common. The big corporation part often removes too much of the humanity from people. Too many people are comfortable making incredibly callous decisions at work because, hey, it's not their fault, they're just one small cog in the human crushing machine, and we all know what happens to bad cogs...