So many people that focus on the wrong issue, this has nothing to do with customer support but everything with marketing.
And personally I find it an outrage that gamers that have been buying products for high prices (the D&D core costs enough let alone all the extra books) never get a break.
Gaming company's really don't seem to care about there clients that much or this PDF would have been downloadable for free.
I'll tell you why, WotC want more people to play D&D to make more money on the books and merchandise so they come up with a good idea... Living Greyhawk, gamers getting together and
playing adventures that influence the games to come.
This is good and much fun to play, now the problem...
To play you need:
Core books (about 80,-)
dice and pen and stuff (5,-)
and now the bad thing, you have a region (good), linked to real world locations (very good), specific feats for specific regions (very very good! gives rise to very unique characters), now these feats are only in 2 issues of dungeon magazine and we HAVE to buy it, or wait till the magazine is sold out and then pay for the pdf!.
I already payed for the core books and I think its unfair that someone els that just has more money then me can play a cooler/more integrated character just by spending some money.
this I call an outrage, coming up with cool rules and then forcing your loyal customers to spend even more money to be able to enjoy the game.
So yeah I'm poor in real life, sometimes life isn't easy but I think that should not be a factor in a fantasy world where I just wanna cast some spells and forget about this world for a while.
the beginning of players handbook clearly specifies that D&D is played for FUN, but it becomes clear that all the producers want is money, they should be happy that we buy there product at all and not just download an illegal PDF with is free, saves you money, saves you time, saves some trees from becoming paper, and that whole thing about them not making enough money to make cool extra books if we don't buy there products is crap.
it's a ROLE PLAYING GAME it's not that hard to come up with those extra classes and feats yourself, WotC doesn'd HAVE to publish 3 books a month, and above all those books don't NEED to cost that much.
All I can say is: think about your customers, we like the products but we don't like being treated like a walking visa card with our only purpose to give you money.