Well he sure got what was coming to him. Gues goes to show that a single slip-up in customer service can completely destroy a product and the person who was in-charge of the slip-up.
I see this happen in the Canadian airsoft market all the time, a single retailer will be completely destroyed by a single bad exhange. It's a two-edges sword however in this case. It forces all retailers to be exceptional, but it makes opening new outlets extremely daunting.
It's also a pretty common occurance with troublesome individuals at medium to large size gaming events. You'll have a single veteran attendee who gets banned from future events because one new scrub gets on his nerves and he says some things that hurt the scrubs feelings. The scrub complains to the event staff and to keep up a good atmospheric apearence they have to ban the vet so they don't lose newer attendees. I'm lucky enough to be able to attend Fragapalooza where the staff don't give two shits about new people, they have a loyal veteran group at least 200 strong and that's enough to run the even every year.
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