This is directed generally and does not only apply to IAS.

I cannot for the life of me understand why businesses do not listen or choose to ignore their own customers - their bread and butter.

I've noticed this trend over the last 15 years or so is increasing rapidly.

It used to be that the customer was always first - the most important aspect of any business.

That seems to have vanished.

As a side note:
The other day I bought the wrong cable for my computer, I needed a laplink rather than a serial cable. I returned to the store to exchange it with the receipt prepared to pay even more for the other cable and got a barrage of abuse including "this is not good for our business we'll lose money on the serial cable as the packaging is damaged."

This was not a small shop it is a major retail chain Australia wide.

I promptly explained that I only got the wrong cable because there was nobody around to help and when I finally asked at the front desk "nobody knew anything about computers"

I got my exchange and told the manager I'll never set foot in his store again.

What has this got to do with this thread?

The moral of the story is that punters are customers - listen to what they want and give it to them providing you can make a profit and it's practical.

And most importantly advise your paying customers of changes or new implementations in ADVANCE!