What follows is not a rant, but personal observations on a general habit of dealing with customer problems, having dealt with things from both sides.
These are purely my personal views, and nothing to do with Mayhem.
There is sometimes the tendency to see customer service problems as being the result of a supplier side crook, or crass idiot. That is very unusual, but it sometimes happens. Sometimes small suppliers let us down, because they have bitten off more than they can chew; but they do not aim to rip us off. Sometimes suppliers seem reluctant to give a refund (sometimes because of experience with customer induced damage-esp electronics), that goes with the territory, but they usually come around.
All suppliers have problems on occasions. Some deal with them better than others. However, taking punitive measures usually does more harm than good. I have heard of some people flaming suppliers widely on the internet and harassing the supplier and their family on social media. Many people would see this as unreasonable behaviour. It also makes suppliers (normal humans) reluctant to go out of the way to help resolve the issue. Suppliers who otherwise have had a good record lose potential customers (punishment), find it harder to make a living (punishment), and maybe stop what they are doing (punishment). The upshot of it is, other modelers are also punished, as with smaller turnover the range of goods and services is reduced, and when the supplier is gone, they are gone and their goods and services too.
Don't get me wrong, there are exceptions. There are some problems that people should be made aware of. Personally I see nothing wrong with going on line and telling about a supplier problem, if it is a reasonable complaint aired reasonably. Sometimes suppliers go out of their way to fix things, and the customer who flamed them neglects to go back to the sites where the flaming was done and tell the world that the problem was happily resolved. Damage has now been done, and often no effort has been made to undo it. In the worst cases where customers have been unreasonable in their flaming, they are even less likely to go back and sort things out; either because they worked themselves up into such a frenzy that they cannot see straight, or they now feel foolish.
Just my 2c