There are fixes for all the issues raised in that letter, but the fellow has a point if he was wanting an OS that doesn't need fixing.
Perhaps this is the lighter end of what epimondas means when he says X is "stlll in beta".
The modem issue with the 10.2.4 upgrade was bad, and it was worse that it took Apple several days even to acknowledge it.
As for service, well, I've nothing to add to what I've said often - I'm just relieved that some people here report a decent response occasionally.
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Pity the guy decided his next computer won't be a Mac, but I can see why he thinks Apple is partly to blame. Myself, I still reckon being a Mac user is almost synonymous with wanting to fiddle, learn and tweak...