Something the players may not be aware of that should be considered here, when you deal with HiTech you are dealing with a person not unlike the average player in AH. Most companies have policies that include some standard response in cases like this. HTC may have this, but likely as not when HiTech personally responds he may do so spontaniously, and if he is busy at the time, curtly. Just a guess on my part, but I've seen it done in large businesses, so it's not unlikely HiTech would.
A followup email was sent, but not received. Most likely it was mistaken for the standard whines that certainly must cascade through the HTC mailbox. Few of us would argue that the volume of complaints HTC receives must be enormous... probably too many for a small compliment of employees to read, let alone respond to.
From personal experience (something HiTech must have learned by now), many times a player, especially a long term one, gets frustrated and quits out of emotion of the moment. When I have done so, I did it with substantial regret. After all, you are closing the door on something you have loved and has been a large part of your life for a long time. In such a case, players may hope in the back of their mind that HTC will say or do something to stop them, or at least express regret. It would be a fine policy for a large business to do this, but with the limited manpower probably won't happen at HTC... especially if HiTech fields the request when he's busy.
So a broken hearted player (an exxageration I know) brings it to the BB for solice. This time HiTech has some time on his hands and replies, further smushing the poor person's ego. It's an emotional product that HTC provides, so they should be prepared to deal with emotion.
It's about understanding folks... understanding of both HiTech and the customer. HTC can have standard policies and boiler plate responses, but we are privledged to interact with the guy at the top... the CEO that you normally only see when you are in major doodoo or when he is being hauled away for corporate fraud.
Being ready to give advice, and knowing that advising the customer is like jousting with clouds, I suggest to HiTech he not take things that are said here quite as seriously. Above all, do not conduct your business in the public eye. You claim the proper venue is email. So it is, but that should apply more to you than the customer. One you can control, the other not. To suggest your customers not use this BB to air their complaints is folly, like fighting the wind and the rain. Adopt a strict policy to deal directly with the customer and keep all such dealings private.
...or not, that's just me.
grizzly
