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@jonaent_(Jon)
I think it's good that you put it on a public forum. It's their fault they did bad service let them deal with the consequences of the modern age.
Heaven knows my company has had to deal with the bad press that BLB has got on here (we did run their website) as it was getting high google hits for super, super negative comments. All comments which are completely valid on the public stage. It damaged my business (more significantly than I thought) but in the end it was right that they be held accountable for thei actions by a majoity rather than be given the oppertunity to oblige behind closed doors (i.e. having a letter sent to them, they apologise, and then do it again to someone else!)