Any product that is not fit for purpose out of the box is a lemon.
Thomas was remarkably patient and forgiving. He also has the skills snd experience, as you do BillP, to know, communicate & fix. You both and others with experience, or knowing people with expertise are the exceptions.
Selling lemons, either from a factory, or with no travel settings for protection, are products not fit for purpose. APM in your cases, got away lightly. But Joe Public buyer would be stuck with a flawed scope. They might be priced well for what they are, but they still cost a pretty penny, and consumers are entitled to expect working quality, not disappointment for dollars or needing DIY refractor optic expertise.
I think that, over the years, there has grown to be a misunderstanding about telescopes, even among amateur astronomers.
People have started to see them as some sort of implement or tool, like a washing machine or a TV, that you simply buy and then it works. And if it doesn't, it simply doesn't and you return it. In the case of a TV or a washing machine, it's pretty simple to identify a malfunction and get a return or a refund, but it seems that people, even amateur astronomers, have forgotten that telescopes are very different than common implements and that errors may not be so easy to identify, because a telescope depends solely on user input to give an output. Your telescope is what you put into it. It's more like a violin or a harp, than a TV. And no serious musician expects to buy a violin without knowing how to tune it, yet I constantly hear about amateur astronomers, who have multiple years or even decades in this hobby, complaining about difficulties with collimation or who are even completely unable to collimate their telescopes or identify a miscollimation. Can you imagine a musician playing the violin for twenty years and not having learned how to tune it?
People have simply forgotten that a telescope is a scientific measuring apparatus and should be treated as such. This also includes EDUCATING YOURSELF ABOUT TELESCOPES AND OPTICS BEFORE BUYING ONE, so that you may identify errors, should they appear, and know how to properly use it, including collimation, if the telescope can be collimated by the user. Astronomy is a hobby of science and science means education. Without education in astronomy, you're not even getting started. Astronomy is a knowledge-intense hobby and the more you know, the easier it becomes. If you think you can cruise through amateur astronomy without studying, reading and practicing skills and still become a reasonably skilled telescope user, you're delusional.
I am of the opinion, that if you buy a very expensive optical instrument (and let's face it, something that costs $3000 is expensive, even if it is relatively inexpensive), you need to educate yourself enough that you're able to identify a lemon, should you receive one, OR TO FIND SOMEONE WHO DOES KNOW HOW TO IDENTIFY A LEMON. If you don't educate yourself about what you're buying, regardless of whether it's washing machines or telescopes, the fault is ALWAYS 100% yours, if you're not able to identify an error, before the end of the warranty period.
It is the responsibility of the manufacturer to let as few lemons through as possible, in a perfect world zero, but the real world is less than perfect and freak accidents can and do happen, both with washing machines and telescopes, regardless of the amount of quality control.