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Message: <blockquote data-quote="Steve Conan Trustrum" data-source="post: 3266204" data-attributes="member: 1620">Actually, when things like that happen GMC notifies more than just the customers. It takes pre-emptive steps to fight the bad PR and does indeed issue a general press release. I can play this game too: when the bacteria infested lettuce was causing problems this summer, were only people who had previously purchased lettuce directly sought out and informed? No. Why? Because:a) how can you be sure you reach everyone affected? As is revealing itself here, people who KNOW they were affected aren't getting the email. Some sort of general announcement must be made to ensure people who may be affected are informed.b) consumer confidence. The customer needs to see that RPGNow is aware of the problem and is on top of it. When people hear about GMC recalling a truck part they tend to think "okay, GMC is on the case and it won't affect me buying a vehicle from them in the future because I'll continue to research my options just as I always have" because GMC takes steps to let people know they're on the ball. If, however, you found out that GMC had done the recall in secret and tried to keep things as hush hush as possible, you'd likely think there was something underhanded involved and wonder what else you're not being told--your confidence as a customer would be more easily shaken.More than a few publishers working with RPGNow are not happy with the fact (and rightly so, IMHO) that there hasn't been a proper attempt to address this event with the overall customer base. This lack of proper damage control has resulted in, among other things, emails being sent to publishers from customers saying (among other things, and to paraphrase) "I like your products but I won't ever shop at RPGNow again because of this" ... which is too bad considering some of these publishers recently signed exclusivity agreements with RPGNow."Damage control" and "responsibility to the customer" aren't just buzz words, and the handling of this situation isn't the simple, cut and dry process you erroneously believe it to be. There's certainly a bigger picture being affected here and addressing it properly requires more than what's been done so far.</blockquote>

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