i agree on the most part with your 1st impressions count statement, and i obviously realise that everyone has a right to their own opnions. I also think (from experience in a customer based job for a long time) that if i were a model shop owner, or a business owner who has an interest in keeping the customers happy, i would respond alot more proactive if a disgruntled customer gave me a quick call and expressed their dissatisfaction with the service i provided in a constructive way, rather than airing it on a website and basically shooting down my business in public.
dont get me wrong, im not accusing the original poster of doing this, as he has already said he called them when he saw that the order had not been processed. but in my line of work, if a customer phones with a complaint, it gets listened to and if its sensible, we look into improving our service based on this.
maybe if everyone who has said the werent satisfied with the service called in at the time, and in a mature and respectful manner, told the people on the other end of the phone how they felt, then something would be done. if no-one tells them, maybe they dont realise there is anything wrong?
i know when i answer the phone, if someone is pleasant and speaks to me like a human, i help. if they come through shouting and screaming, they could be telling me my house is on fire and it goes in one ear and out of the other. its all about having a little respect for people, thats all.