You might have noticed that I've previously talked about a production issue with Hot War and Cold City 1.1. The short version is that our printers had a fault with their cover laminating equipment which wasn't noticed until after the books had been shipped and sold. The fault caused the covers to curl badly.

A problem like this is a customer service issue because, however you look at it, those books are sub-standard product. How do you deal with something like this and avert the potential bad publicity surrounding such a thing? Quick answer: act, don't react.