To me, and it's subjective so I'm not disagreeing with you, it's just my interpretation, some companies are too quick to point to others for their failures. Businesses who let their customers down need to be responsive and supportive to their customers, whatever the reason, and not just throw up their hands with a "nothing we can do here, not our fault" kind of attitude, but I sense this too often whether or not it's warranted.
If a builder's van breaks down on their way to me, I'm likely to think that they haven't maintained the van properly, so their approach to this will be important to me. I used to have colleagues who were always late for meetings, for reasons such as "bad traffic on the M6". There's always bad traffic on the M6, they simply never left enough time to get to the meetings on time, the failure was theirs and not someone else's.
Likewise here, the IT implementation was the business's choice, and this time it went wrong, and other businesses making different choices didn't have a problem. So being too quick to point the finger at third parties doesn't fit well with me. I ran a business in which I underpromised and overdelivered all the time and I don't think I was as quick with excuses as some of these were.
