RTK,

The man needs to take the time to get the message out to the public regarding the company status. To leave e-mails unanswered and to not answer the phone deflates customer and public confidence very quickly. You can have a thriving business but if the customers feels they are "alone in the wilderness" they will shortly look for another source for the products and services they desire. So the message needs to go out before all credibility with the customer base is lost. Unhappy posts about service promote more unhappy posts so something needs to be done, and done quickly, before the doors get shut from customer neglect.

He builds a good product. One of them has had some pains for sure but that's not a valid reason to withdraw from the world.