This is so infuriating to read.

Fine, they are between a rock and a hard place with trying to get machines out, no money left for further refunds, and just trying to turn things around and maybe don't have good news to respond to people. But I'm willing to bet there's never been a business textbook that ever said "ignore all incoming communications" as a strategy for turnaround.

In the interest of being helpful, I found an article about managing customers during a crisis:

https://www.helpscout.net/helpu/crisis-management-examples/

"Going dark" is one of their examples of doing it wrong.

Also, "all hands on deck" for customer response is an example of what TO do.

It's easy to blame Andrew for the mess, but he left the building a while back and these bad policies have been in play ever since.