It you can't do this, then you need to find someone who can. Your lack of communication has pretty much destroyed AM's reputation in my opinion.
Well, I think you are right in so far as it did actually hurt AM's track record or reputation. But not nearly as much as other manufacturers or vendors suffered! The mere fact that they roll out this reimbursement plan show that they care about their customers and are in for the long run. They really do care about their honesty, it seems. I think it's a great sign.