I agree that the ball seems to have been dropped a bit with the customer service, especially with them deleting and locking the posts people started on cakecentral when trying to get answers. I'm sure they had an overwhelming amount of emails in regards to customers with missing subscriptions that were upset, I just don't think they were well enough equipped to handle that kind of backlash from people.
The content of the magazine is great, so it was hard to let go of, but I'm sure due to their lack of good customer service they have been losing a lot of subscriptions as a result. At least now they have been making efforts to allow refunds for people that are not interested in the PDF format. A lot of people thought that the money they spend would never be seen again. Now I don't know how long it will take them to refund the money (hopefully not as long as it took them to let us know they weren't going to print hard copies of the magazine), but at least it is a step in the right direction.