I work in a customer service-related field. When you receive a complaint, you don't go off and do a bunch of research or arrange stuff behind the scenes to fix their issue. You respond to the customer ASAP and let them know you will resolve their issue as soon as possible. I'm not saying BC has to respond to complaints within 20 minutes, but if any of those things you listed above are true, they need to hire someone who understands CS.
I love how criticism and discussion in regards to whether or not a company with an insanely popular franchise and only, what, two people doing most of the work (according to Big Chief) is a wise business decision is "whining." When they aren't responding to a person's issue of a missing part for over a month, I'd say some criticism is in order. Just because what they did was impressive - the whole small business, starting from scratch, yadda yadda enter inspirational story here - doesn't make me thrilled with what I'm reading about their CS (not just in this forum). But I made the choice to support them and buy the signed edition figure, and I'm just hoping it doesn't come back to bite me in the butt. When another user here tells me "you probably won't get a reply," what does that tell you about how some people view BC?
