This is such a weird concept to me. It certainly suggests that their products have merit (as they obviously do) that they can do business in this way. But I will say that I have declined purchasing their products because of this style of doing business. I know many others who have done the same. I like A-S ballheads, but won't bother with them now (too many other choices with far superior customer service); the Cube is special, but the A-S temperament gives me pause. I may breakdown and buy one, but not with much enthusiasm for buying from such a business.
Customer service is an essential part of doing business. A website need not be a $40,000 masterpiece. A simple site with a few static pages and an e-mail form is all that would be needed for a company with the brand recognition held by A-S.
It must be very nice to be in a manufacturing business where one can afford to watch one's market-share migrate to competitors or copiers who offer superior communication and customer service. Amazing really...