IDK i've been reading about the problem since November 2015, maybe even before that.
Where was it that was the "official place" that EK/KA disseminated the information about this suspect film?
On their website? Through dealers? Through blogs of fanboys/fangirls? FessBouk? Through angry people's diatribes?
That's my impression as well. With hindsight I would hope that KA would have communicated better. What it decided to do was may be the best that was available to it but they needed to make affected users feel that KA was more on their side than it gave the impression of. It just seemed "too arm's length to me.