Regarding sending a general email out, I struggle with how they could do that without possibly causing more confusion and frustration. I'm under the impression that they didn't have a quick way to determine the status of folk's tickets. There were multiple scenarios at play. I understand that some people thought their tickets were being delivered but are actually in with will call. Others were with FedEx and just delivered late. In my case, when I called the ticket office, they had to check through the will call tickets and then call FedEx before they found where my tickets were (in transit to my house). If they had sent out an email that basically said they didn't know the status of people's tickets, imagine the chaos at the ticket office when people started calling after the email went out. Sounds like it is already more chaotic than can be handled with the current staff.
Just speculating, but may they are waiting to give time for tickets in transit to be delivered before they send out a broadcast email focused on those whose tickets are actually in will call.
There is a lot of speculating going on. Without knowing all the details, I don't think we can be assured they aren't taking the best actions feasible to address the situation.