And that's what we may say when communicating through emails between us and customers, we (I believe most of businesses) do not update order statues through public forums.
Sebastian, this is certainly a very reasonable policy in general circumstances, but... may I appeal at this point to your own self interest?
According to DRIS, they have been told a dozen times by now (and relayed that to me at least, as well as others from what I hear) that according to you, the product has already shipped, is well on its way, and the order is expected to hopefully be fulfilled within weeks. Since that did not happen, and the pattern repeated so many times, the two possibilities that immediately spring to mind are that either DRIS, or the supplier are repeatedly making inaccurate statements.
Now, in most people's minds, it probably boils down to who has more credibility, like it does in the courts and all other places where it is one person's word against the other's. Given Mike's continued updates on this forum, most people are apparently inclined to believe that DRIS in this case is telling the truth because as always, it is the person who has more presence, and takes the deliberate effort to connect to others and stay responsive, that usually earns more trust...
While you have been following the "no communication on public forum" policy, your company has been effectively taking 100% of the blame for the situation, and as it is usually the case, you were presumed guilty until proven innocent. I suspect that this is why you have decided to respond to this forum... after realizing that the absence of communication is working very strongly to your disadvantage.
I think you now have a good opportunity to undo the damage and protect your own brand, with just a bit more transparency. You said earlier that you always operate based on some knowledge... why not share that knowledge here? You established the policy, you can override it. If you did not establish the policy, here's what I would relay to the person who did: one minute once or twice a week to post a brief update is not that much time to dedicate to a scuba diving forum 2/3 the size of the entire U.S. population, it can potentially help undo a major PR disaster, and it will prevent legions of frustrated ex-customers from badmouthing your company with passion and with a maximum prejudice, at every opportunity they possibly get, from now until the end of time...
