Helen: Don't take it personal. Everyone realizes you are just an employee and don't set store policy. People just don't like the policy, that's all. No one has been asking for a guaranteed delivery date or even an estimated delivery date; just some indication of how many people are ahead of them in line, that's all. You are welcome here. We are glad to have you. No one is criticizing you personally. Knowledge of policy, even one we don't like, is better than no knowledge at all.
Actually, I think plenty of people would rather wait than run around on a camera hunt if they learn there are just a hundred or so people ahead of them but if there are thousands ahead of them some people would like to know that so they can start the search elsewhere, especially if they have an important shoot scheduled in the next few months. That's all. It is no big deal.
So what really is the big risk if Adorama told people their place in line and where Adorama was in filling orders? You say the information would be meaningless because many preorders ahead of that person may be cancelled. That isn't a negative, the person just gets their camera earlier than they expected. That is good, not bad. All cancellations can do is speed up the process, not delay it. The only reason I see for you to keep this information "secret" is to try to keep people from shopping elsewhere when they realize there are thousands of people ahead of them. That is what I mean by "hostage." Adorama is trying to hold on to future sales by denying people knowledge it has and can easily share. It is their "Adorama first" policy rather than a "customer first" policy that is the reason for the criticism Adorama has been getting. No one expects you to be able to change it. You just work there. But likewise there is nothing wrong with some of us criticizing Adorama for this policy.
I agree with this policy issue here. Someone could have an important assignment and need to know when will they get the camera. The policy holding customer as hostage should be dropped. the problem is that we dont have a law state that these companies has to tell customer the place in line. Maybe this is a good learning experience. We should contact the law makers to make a new law about this kind situation, and we can make a difference.