I hear ya--I wish Mike the best also. Even though I completely understand that a personal or family illness springs up at the most inopportune times, I gotta say to him that the way in which an ethical business owner must respond is clear: COMMUNICATE, COOPERATE, COMMUNICATE.
Mike really should've immediately updated his site to say:
I've fallen ill. To all those who have placed orders, I apologize profusely. The estimated time frame for all shipments placed after XX/XX/XX is YY/YY/YY, to be updated if circumstances change--please check back often.
If you'd like to cancel your order, please send me an email, and I'll issue you a full refund immediately, plus a coupon for a 5% discount the next time you order.
If you'd like to continue with your order, I'll send you a code for a 10% discount on your next order to make up for the inconvenience.
The shop has been temporarily closed until ZZ/ZZ/ZZ to give me time to catch up with the orders as I recover.
Thanks for your patience and support!
And if he had done that, everybody would've been absolutely cool with it. I'm a business owner too, and that's worked well for me. Hell, people would've sent him well-wishes!
I hope that he reads this and learns a valuable lesson about "customer goodwill," especially because I'd like to see his business do well and grow. We PS90 owners need all the manufacturers and vendors we can get, and it's really a tight-knit community we've got here. There's a lot of forgiveness in this marketplace--more so than in other industries. All he had to do was let us know what to expect--he needed to manage UNCERTAINTY by communicating in a predictable manner.
Well, that's the After-Action Review! Let's put this sucker to rest... Here's to Mike's quick and full recovery, and yes, THIS FORUM ROCKS!
(By the way guys, I want to thank all of you who helped me put together my Calif.-compliant PS90. I spent a lot of late nights reading your posts on this forum to get this far--thanks!)