I wouldn't state it as strongly, but there is definitely room for improvement: I got no answer from my e-mails, so finally called after a "shipment" still hadn't arrived three weeks after the "shipped" notification. Turns out one item is back-ordered, so nothing has actually "shipped". The explanation was that it had something to do with the new system they were using...I think, it was hard to hear with the dogs going nuts in the background. Ken offered to ship the other two items now, to his credit. But, the next time I might just be tempted to pay a few $ more to order through RPGNow and get the POD + PDF.