In a gold rush the guys selling shovels don't break the miners legs with them..they need those guys to come back and buy again.
They don't seem to care. They don't seem to realise that for many, this will be how their whole affair will be remembered:
ORSoC: Amazing
KNC:
Poor/Zero communication
Over promising and under delivering to ~40% of customers
Rude/unfriendly/stroppy customer service
Ignoring customer emails
Inability/unwilling to answer phone during regular office hours
Underprepared and understaffed
Stubborn/rigid RMA policy