It's not their fault that this happened. But it is their business. So if this turns off customers, because they fumble this rather expectable occurence, then y

It's not their fault that this happened. But it is their business. So if this turns off customers, because they fumble this rather expectable occurence, then yeah - that is their fault. If you run your own business there just are no excuses. That's the flip-side to not having to put up with a lot of BS.