Alan,
I am glad you looked into this. I know it might be uncomfortable to see something negative about your company aired out on the net. But complaints are extremely valuable to a business. You may have saved a customer and you can address issues that may affect other customers. (You probably already know this)
I don't know how familiar you are with Massachusetts but there is a chain of stores here called Building #19. They sell stuff cheap. Insurance losses, damaged stuff etc. The guy who started the business is a Frank Purdue kind of a guy who promotes it caricaturing himself in the weekly flyers. He is very recognizable and has become part of popular culture around here. I was reading in interview he gave and he talked about all the letters he got. He loved all the fan mail he received but preferred reading the complaints. He said that fan mail never made him any money but the complaints did. (I had to paraphrase because I do not have the exact quote)
