Its always a menace on forums that some ordinary members, feel the need to answer for the forum's owner. They have different names, but are mostly called "the forum police" (self proclaimed o.c.). Often customers have valid complaints, and instead of the company the post is aimed at, the forum police rides in like paladins, defending the virtue of "their" company. Obviously, those threads end up, most of the time, in shouting fests and in the end the moderator closes the thread. When the amount of forum police goes up, usually the customer service declines inversely proportional.