This isnt the thread for this... but with that being said, I also have either performed or managed IT customer service roles for a little over 25 years. There is truth to what you say about customer service, but "witch hunts" in social media (like this forum is) are never productive imo. "holding a company accountable" doesnt happen on a message board, it happens on a personal contact with them.
If you really wanted to know that answer and were really considering becoming a customer, you could have emailed them / called them. Im not trying to argue with you. I agree with you on a lot of your posts. We just have a different position on this one, and thats ok too. I am not talking about anything other than the post you made in this thread "calling out this vendor", nothing else. If I was considering doing business with them, and this issue was important to me, I would contact them and try to find out if there was a possible policy change, etc.
I am just not a fan of "public shaming" but this is where we are now as a society. Speaking in general terms now, not directed at anyone (need to say that qualifier), people run to social media to "discuss" something they feel they have been wronged on, many times now before even giving the company a chance to fix something.
Since you have clients, I suspect you have had to deal with things like poor yelp reviews etc from people who disagreed with you over something where you felt you had a good position. If you havent, you likely will at some point.
Its always better to contact a company directly, and maybe only call them out if they dont respond to direct questions.
Thats my opinion anyway, and since this is this vendors thread I will climb down off my soap box and bow out now to prevent polluting their thread further.
