Every word of what you say is true. And that's why I won't be buying directly from them anymore. But as I said, I'll still buy BRP stuff, since I want to support the line.
I could get all righteous fury here and go on a rant about how customer service should be the most important thing to anyone, blah blah blah, but it wouldn't do any good for anyone. So I won't bother. I'l just stick with my plan and appreciate the fact that I have the book in advance, even if it's not as in advance as I'd wanted (and, for the record, been promised). They certainly didn't have to do the advance reader copies, so I'm grateful for its existence.
I do hope they're not losing money on the deal. I'd love to think that they used a POD service like lulu are are only ordering them as they need them. In fact, that could well be (part of) the root of the delays. Perhaps they only ordered the first 30 or 50 or so and got more orders than they'd expected, leaving the overflow still needing to be printed. In any case, I'm sad for them if it does turn out to be a losing deal.
The only bone of contention I have with your post, Lord Twig, is the assertion that I/we are somehow not "real" customers to them.
If that's the case, then Chaosium shouldn't have set themselves up to sell directly to the public. If I can give you money in exchange for goods or services, that pretty well makes me a customer. In my eyes, anyway.
But I digress. And get perilously close to that rant I said I wouldn't go on. So I'll stop there and say "Hey, the book looks great. I can't wait to see the final copy!"