I'll let the others speak for themselves, but I'm on the 7YW Austrian Action box as a grenadier and the ACW Confederate Infantry box. Over the years I developed a personal correspondence with H and one day the question came up if I'd send in a picture to be the face on a box so I sent in a couple old shots of me in my prime... I imagine it was the same way with the other guys more or less. As I said, I got a kick out of it.
The ACW command set is me, Wayne is the ACW marching ,Sander who is not very active here is the 7yw command . The story is we were active for a long time on the old forum and a trust was built over time, looking back I think it was a thank you for loyalty shown over a lot of years.
It's good to hear that HAT will continue.
But especially if you have production and delivery problems, then you have to give this information to your customers. In today's world, a lack of activity and poor customer care is a great danger for a company. Communicate openly and actively with your customers about the current problems and your plans for the future.
You will find a lot of understanding.....but silence and passivity will drive your customers away...