Yes, they're not the largest company but let's compare them with another publisher in the same general format. Sayyy, Tor, the scifi/fant arm of the newly consumer friendly Macmillian. Quick check shows that since Jan 2009, Tor has released 313 different sets of books, Baen 107. Note, this is not different titles but different releases (such as hardback, paperback, giftsets, special editions). Of ebooks, Tor released roughly 70, Baen roughly 56 (just counting the new ones from the webscriptions).

Any idea how many people get used at Tor? (Honest question. I have no idea how many employees are under the Tor label directly and how many are under Macmillian but get used by Tor.)

I'm wondering because even if Tor has 50 or more people but still is less consumer friendly and forthright, then it might be not because of workload but because it's "just the way they do things around there". I do remember the first time Tor and Baen worked together on ebooks everything was going great until Macmillian got involved and pulled them out. They knew that ebook distribution system would be a huge money loser and refused to fail with Baen. Uh, yeah.

Using the size of the company really makes a bad excuse for a company ignoring people (even though more than a few use their size to try to excuse their actions). Though to be fair, ignoring the end consumer might be a simple survival tactic for them. Once a company gets to big, no one has the power or permission to answer questions or listen to complaints without running it though several other levels of bureaucracy. Once you become to big to serve your end consumers, you have to change your focus to the sector you do sell to.