I do have a certain sympathy with Scotrail. Weirdly, if they expressed the slogan "best ever" as an aspiration - I think that would carry more weight. Presenting it as fact in the current climate is clearly ridiculous.
But given chronic lack of rolling stock, issues with recruitment, issues with overtime bans, successive late running infrastructure and a cycle of training on some of the busiest sections of the network, some issues were totally inevitable. Perhaps in a way the issues were at a higher level in the rolling stock plan relying on such a big move from Scotrail so immediately.
As much as I think their PR operation has been appalling, I must say if I were Alex Hynes I would be tempted to turn round and say, "What do you suggest ?" Are there another 25 fully PRM compliant refurbished HST sets ready to go anywhere in the land ? Is there another supplier with capacity to turn them round for Scotrail in no time ? Did the contract with Wabtec allow an easy exit upon failure to deliver ? If Scotrail had hired another 20% of staff to account for training and the overtime ban, and details of extra staff waiting around had leaked, would they not have been accused of spectacular wastage (particularly in the context of fares increases, which presumably would have to be higher) ?
As a regular Scotrail user, I do get the frustrations, I tear my hair out when major termini grind to a halt, when the journey checker is littered with cancellations due to lack of staff, but I am cautious about those offering easy solutions. Often, there just aren't any. Personally I think if the franchise were currently in the hands of First, Stagecoach, Govia, National Express or Arriva, many, if not all, of these issues would be exactly the same.