I'm not sure what TCH's issue is with emailing it's paying customers about very important policy changes, but clearly there is one. I know I was upset at first with this policy as I saw it as losing something I was paying for, but I do understand dropping the email forwarders.
Although this statement about subscribing to the forums is given, I would still be curious what percentage of your customers do this and visit. Plus, there are still the issues of not getting email notices even when we do subscribe, and I did go down the previous check list and have done them all.
From a support point of view, isn't it easier to alert your users rather than answer these same forum questions and support tickets over and over again? I work in IT for a living and the first thing I would do in this case is send out an email announcement to all of the users. The only thing I can think of to not do this would be that TCH doesn't want to give their users the impression that they are cutting back on their services.
Am I looking the right place? I just checked under the Server32 forum and there are no topics listed other than subscribe to this. The email policy is under the "Service Announcements" forum which isn't what the welcome email refers to. Again, I think it's poor customer service to rely on users/customers to subscribe to a forum.