It’s not unwarranted IMHO: you’re paying a premium for what is assumed to be top-tier talent and engineering rigor. It is reasonable to expect a higher return for that investment.
For the people who care about it (personally, I do not in this case, but there is others where I do), this is not just 'one bad night'; it is exactly the sort of event which justifies the premium.
<curmudgeon> I see we are fully into the post-accountability world. </curmudgeon>
At the very least, the customers deserve an explanation of what highly-improbable circumstance led to the unfortunate outcome, if the claim that "it's not right" is to be considered justified.
One bad night and people talk crap. Now that’s not right.