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I gotta agree with the content guys. A moderate charge per info request to cover admin costs is not massively unreasonable (something similar to this was decided in the UK recently). I'm sure that if webmasters could charge someone for all the extra work they're doing, they would. As it is the cost is a business expense.
It would make for good cumstomer relations however, if the cost charged was discounted against future purchases.
In RBC's case, if the content is mainly fron pre-selected CDs, I'd charge per CD rather than per model. I'd also be trying to recoup some of the costs from the previous owners or directing all 2257 enquiries for their content to them.
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