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Post-script: Look, I don't know if you noticed, but this is only my fifth post here, and only my fourth relating to this topic. I don't feel like I have any sort of stake in this community yet, nor do I feel insulted on behalf of Nate or Taylor that Tor should dare to have a hissy at them. I'm not one of the "us" in the "us against them."
What upsets me is how much Tor is blackening its own eyes. As a customer service professional, it offends me to the core that any business should seemingly care so little about its own self-image that it allows its employees—fairly high-ranking employees at that—to drive away its core customers. It's like fingernails against a blackboard, or off-key notes to someone with perfect pitch.
I want Tor's e-book program to succeed, so that Tor and Baen become the model for other publishers and they get rid of their useless DRM. But for that that to happen, they have to sell well—and it seems like Tor's employees are being its own worst enemy in that respect.
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