In short: it's too much hassle.

About 20% of the emails coming in is about 'real' problems, the rest is people nagging and seeing if they can cut the queue by offering more money, so in general they consider all requests for support to be an annoyance and decided to start ignoring them.
 
The only thing it takes is somebody to sit down each day for 60 minutes (one hour) and reply to emails.

Most of the emails can be replied to by stating "sorry, the computer says no so please go away"

The rest is getting punished by the "Soup nazi attitude"

And figuring out why their product packing is inadequate is also taking the procrastination route, speculating about "sabotage" while the simple solution is that the modules need to be screwed down from the top and from the bottom of the device (instead of simply the bottom right now). Try shipping a rackmount with 4 GPU cards and you'll end up with the same problem. DHL will refuse your insurance claim for a good reason.

Seriously, if you want to run a multi 100k BTC company and you can't be arsed to show some elementary understanding of how to deal with customers, then you should run a business where you have no customers. Or you should start treat your customers with the minimal respect they deserve, if memory serves me right, batch #2 customers saved Avalons ass by providing them with funding to fulfill their batch #1 obligations...

Can we get at least a minimal newsletter update? I have no problem in getting a notification things are running late, at least if there is a feedback.

Now it's all speculation and emotion... Some problems are so easy to prevent...