Well, "unforgivable" would kinda depend on the reason, wouldn't it? Wish we knew more detail about that, but it is worth noting that most treg members who have commented on shipping have tended to say they could understand better now. Of course, some have also said theirs work fine and would support shipping it. But even those have often pointed out that while they have no problems, they have seen the reports where others do so even those tend to understand.
1) Doesn't take 2 or more hours of tutoring. I was already using mine the day before I got the phone call. But there certainly can be confusion for some. After all, it does so much in ways that regular keyboards do not, that we shouldn't be surprised that help in some things can be useful - even if just to cut the time to wade through various videos and instructions! You may have seen some testers ask question about how to do some things right here.
2) Well, I guess that is possible. But we not only don't actually know any such thing, but the other reasons for delay are reasonable enough that this is nothing more than a possibility without much foundation.
3) As it happens, I've covered this issue myself many times before. There are going to be a lot of calls, simply because it works so differently and many people won't research all the ways to do things. They'll just get on the phone. Then there is the problem that the way the TB works, many USER errors will be ASSUMED to be TB errors. I think most of us testers have experienced this. So they'll call, swearing they hit the right key when, in fact, they didn't. There are only two ways to actually tell. One is to just happen to stop yourself on an error so you can look at the keys - amazing, at first, how often the character I was "sure" I hit was not, in fact, the character I did hit. The other is through the recording capabilities. I've sent in things where I thought I hit the key correctly only to find out the sensors showed I did not. Of course, early on, sometimes the TB was making the errors, but I'm pointing out the issues the average customer may have with a properly working TB.
These and other things coming from new technology is going to mean more than the usual calls for support. And that is all on top of the normal issues of flawed units or some firmware glitch that no one caught ahead of time. So it makes sense to reduce all the other problems as much as reasonably possible. And no doubt we can all disagree on where that line should be drawn!
4) They aren't trying to read perfection. That has been addressed by WT many times. Now, maybe they are trying to make it too good. No way to tell.
5) I think they care. Treg members seem to feel this way after seeing the quality of the device and also from conversations with Mark.
I'd say it comes down to simply trying to make it good enough from the start to minimize support calls as well as minimizing any negative reviews - after all, even the best products get some bad reviews so even perfection wouldn't stop all of them.