Look, the game itself is fantastic. To go from 1.0 to ARR is nothing short of a god given miracle. No other MMO has actually stopped, killed the old version, and rebuilt from the bottom up. That is an accomplishment that reaches legendary status. He and his team have nothing to be disappointed about on that aspect.
It is the service aspect that crashed and burned. It is not dead in the water, but it is problematic and needs fixed. Account problems, login issues, server capacity... while part of the game experience, are a black mark on the package, not on the game itself. But like all things, it can be fixed and improved. They showed that with the game... Timing of it though is awful.
"We're getting close, real close. And now for some more bad news... Ready?"
-- Egg Shen