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Aduro wrote:I am ashamed of you Kroothawk. How can you post a list of GW failings like that, and not include the Lord of them all? The great and mighty Nagash!

Was intentional, as I only included the newest models of units in current army books (although I DID search for the last metal Possessed), didn't want to be unfair and include old stuff.

Kroothawk wrote:

Aduro wrote:I am ashamed of you Kroothawk. How can you post a list of GW failings like that, and not include the Lord of them all? The great and mighty Nagash!

Was intentional, as I only included the newest models of units in current army books (although I DID search for the last metal Possessed), didn't want to be unfair and include old stuff.

Not to be inflammatory or continue the off topic stuff, but how about comparing like products to like products? Take for instance, the pic that the Chapterhouse guy posted a page or two back and compare their Salamander shoulder pads to the FW ones. Can you not see a vast difference in scuplting ability? Line up most of chapterhouses stuff against what GW already makes and its the same story.

With that said, I honestly think that Chapterhouse makes some honestly nice looking stuff, but they, in my opinion, have more misses then hits.

Chapterhouse wrote:I always wonder if the people who say our stuff is crap have ever actually seen it in person. Or are they just jumping on the bandwagon and repeating what they here.

My salamander space marine army with tons of Chapterhouse Bits and conversion piece won "Best Looking Army" at BOLScon in 2009, this was out of 250+ armies. So either the judges were blind or some people have a biased opinion against CH for other reasons.

What bandwagon? What are you talking about? I'm basing my opinion on the pictures of soft edged plasticine that most of your product seems to be sculpted out of. Do you want me to buy some of your product so I can legitimately decide if it's amateur hour?

Maybe the judges at BOLScon decided it was nice conversion work done by an enthusiastic hobbyist. That's not the same as professional quality sculpting.

What bandwagon? What are you talking about?

I thought the same thing myself. The poll is 60-40 in his favor, if anything the bandwagon is in chapterhouses favor.

Weird statement.

Your free to say what you want, I just wish more people based opinions off of actually seeing the products in person, not off of a photo of a 4-5 mm product.

Chapterhouse wrote:Your free to say what you want, I just wish more people based opinions off of actually seeing the products in person, not off of a photo of a 4-5 mm product.

I have seen some of your product in person(even purchased some) and stand by my statements, the good and bad ones. Nothing wrong with being in the minor leagues if it puts food on the table.

I would like to say that a CH salamander army is one of the best looking things I have seen. The stuff I have seen has been top notch, however I have not actually purchased any of their product.

Mr Mystery wrote:

MechaEmperor7000 wrote:It all teeters on what CH intended. Are they just a bunch of freelancers deciding on making a killing by using GW's trademarks to move their products and make a buck, or are they fellow gamers who saw a need that GW refused to fill, and decided to fill it while only asking for compensation for their efforts? Both examples are, of course, exaggerations. A little disclaimer mentioning that they're not affiliated with GW would help those people who confuse them for official GW products, but they should be allowed to say what the kits are intended for and not need to hide behind calling their stuff like "fantasy Dwarf Monster Killing Hunter" or "Blood drop with Sawblade/Cog decoration".

Again, careful with the wording..haven't made is not the same as refusing to do so.

And they kind of can say what they are intended for, they (or indeed anyone else) can't however do so using trademarks, copyrights and IP not their own. For instance, in Britain if I said 'a Dyson' people would know what I meant. Speciifically, a vacuum cleaner with a vortex thingy-me-bob. And other companies do indeed make vacuum cleaners with a vortex thingy-me-bob, but cannot use the word 'Dyson' in their marketing, as Dyson is a company trading name. Not a great example sure, but sufficient.

Except when people go into the shop and ask for a HOOVER with one of those vortex things

Aduro:

I'm curious as to who made that Doom...er...whatever it is?

That is the one thing I have gleaned from all of these posts, is the existence of some really good 3d party manufacturers whom I did not know exhisted previously.

I picked up some product from chapterhouse the other day...the generic wolf rhino upgrade sprue #1...and it's a real disapointment to say the least...for one thing I ordered the upgrade sprue no.1 and got no.2 http://chapterhousestudios.com/webshop/component/virtuemart/?page=shop.browse&category_id=42
and it was so badly done that I will never use it for it's intended use...and the fact that I ordered two of them and they are both wrong, like the top hatch is incredibly thin on one side...so much so that I can see light through it, and there are so many molding flaws makes me a sad panda...but those little armor pieces would look cool if I made a looted wagon for orks though...but still...waste of $31.00

I'm sure you contacted Nick about the problems right? And do you have pictures of these?

I wish I had a camera...I might go borrow a friends and take some pics and post them, I think my local hobby shop has a camera...I'll try and get them posted tomorrow, in the process of moving as well..so it's a bit hectic...but I will do my best to get them taken and posted tomorrow

And I did send in a message to CH just a few minutes ago about recieving the wrong parts and the flaws, my friend told me not to worry about it, but hell you might as well get what you origionally wanted

Mr Mystery wrote:

MechaEmperor7000 wrote:It all teeters on what CH intended. Are they just a bunch of freelancers deciding on making a killing by using GW's trademarks to move their products and make a buck, or are they fellow gamers who saw a need that GW refused to fill, and decided to fill it while only asking for compensation for their efforts? Both examples are, of course, exaggerations. A little disclaimer mentioning that they're not affiliated with GW would help those people who confuse them for official GW products, but they should be allowed to say what the kits are intended for and not need to hide behind calling their stuff like "fantasy Dwarf Monster Killing Hunter" or "Blood drop with Sawblade/Cog decoration".

Again, careful with the wording..haven't made is not the same as refusing to do so.

And they kind of can say what they are intended for, they (or indeed anyone else) can't however do so using trademarks, copyrights and IP not their own. For instance, in Britain if I said 'a Dyson' people would know what I meant. Speciifically, a vacuum cleaner with a vortex thingy-me-bob. And other companies do indeed make vacuum cleaners with a vortex thingy-me-bob, but cannot use the word 'Dyson' in their marketing, as Dyson is a company trading name. Not a great example sure, but sufficient.

Thing is, chapter upgrades and the like tend to need to mention the actual trademark for them to tell you what they're intended for, or we just get more "drop with cog/sawblade" descriptions, or "Fire breathing Dragon shoulderpads for Space Paladins". GW also holds ALOT of trademarks, moreso than most other companies, so alot of tank ugprades will also have to change their names around alot. I say if they're not actually saying "GW related PRODUCTS SOLD HERE" then they should win (even if legally they'll loose due to violating something else).

GW: because it is basic leaching off another companys product to sell your own.

Eldanar wrote:I'm curious as to who made that Doom...er...whatever it is?

The Alien Larva Brain is done by Trollforged: http://trollforged.com/shelf_sci-fi_Aliens.html

It is an updated version of the following Trollforged Alien Brains:



And here is what I made from CH bitz and a 2nd edition Hive Tyrant, my new Alpha Warrior (left):

WillyBRags wrote:I picked up some product from chapterhouse the other day...the generic wolf rhino upgrade sprue #1...and it's a real disapointment to say the least...for one thing I ordered the upgrade sprue no.1 and got no.2 http://chapterhousestudios.com/webshop/component/virtuemart/?page=shop.browse&category_id=42
and it was so badly done that I will never use it for it's intended use...and the fact that I ordered two of them and they are both wrong, like the top hatch is incredibly thin on one side...so much so that I can see light through it, and there are so many molding flaws makes me a sad panda...but those little armor pieces would look cool if I made a looted wagon for orks though...but still...waste of $31.00

Aduro wrote: I'm sure you contacted Nick about the problems right? And do you have pictures of these?

WillyBRags wrote:I wish I had a camera...I might go borrow a friends and take some pics and post them, I think my local hobby shop has a camera...I'll try and get them posted tomorrow, in the process of moving as well..so it's a bit hectic...but I will do my best to get them taken and posted tomorrow

And I did send in a message to CH just a few minutes ago about recieving the wrong parts and the flaws, my friend told me not to worry about it, but hell you might as well get what you origionally wanted

Of course he emailed me, after he posted his concerns on an online forum without giving us the chance to see what was wrong.

I read his email, but I still cannot do anything since I have no idea what order number he had.

So I really have no idea what his complaints are, that and pictures would be helpful as well.

For the record his concerns are resin casting "flaws" and wrong item shipped. (which could just as easily be he may have ordered the wrong item, I cant tell without seeing his PO#).

I dont know why people think it is better to post complaints on a online forum before contacting the company, that does not win you any points with anyone and certainly does not make the company more likely to help you.

His email tells me he already thinks our customer service sucks without even had any dealing with me before.

"I would like to get this order fixed and get what I origionally ordered, which would be the generic rhino sprue no.1 but that probably wouldn't happen, but I thought you guys would like to know about the flaws so you guys can fix them atleast"

Chapterhouse wrote:His email tells me he already thinks our customer service sucks without even had any dealing with me before.

"I would like to get this order fixed and get what I origionally ordered, which would be the generic rhino sprue no.1 but that probably wouldn't happen, but I thought you guys would like to know about the flaws so you guys can fix them atleast"

What what I see you post on these forums, your customer service *DOES* suck. You are highly defensive and attack anyone who doesn't praise your product blindly. It is not unreasonable for people to expect the right product and for resin parts to be inspected and free of serious flaws or even minor ones. Your constant attacks on customers is poor customer service in my opinion.

You do not have the right to 'answer' back at everyone's experiences with your company and service and you do not have the right to squash all criticism of your processes, product or general experience. If he feels what he has experienced was less than satisfactory, he has the right to feel that way and share his experiences. Let *US* think for ourselves and determine if his reports are just a dog barking in the night or a pattern of poor business skills and unprofessional behavior. ( which may be the case from watching how CH handles itself online)

I hear way to many excuses from small business companies as if consumers shouldn't expect a well-handled, timely and accurate transaction because of 'whatever' reason. Other small companies do it and I will judge all companies accordingly.

Blasting his email complaint to your company on the Internetz is *NOT PROFESSIONAL*. Apologizing and taking care of his needs without the need to attack him, smear him or bully him in a public forum *IS* professional. If you handled his needs in a professional way I suspect he would post a positive experience on the forums and you would look all the better for it. Guess what? Consumers can do just about anything they want to your company and complain about it and you pretty much have to suck it up and let your excellent product and service speak for itself.

(I do like the veiled threats that you will now treat him poorly as a customer because he dare complain about your service and product. Very nice touch.)

nkelsch wrote:

Chapterhouse wrote:His email tells me he already thinks our customer service sucks without even had any dealing with me before.

"I would like to get this order fixed and get what I origionally ordered, which would be the generic rhino sprue no.1 but that probably wouldn't happen, but I thought you guys would like to know about the flaws so you guys can fix them atleast"

What what I see you post on these forums, your customer service *DOES* suck. You are highly defensive and attack anyone who doesn't praise your product blindly. It is not unreasonable for people to expect the right product and for resin parts to be inspected and free of serious flaws or even minor ones. Your constant attacks on customers is poor customer service in my opinion.

You do not have the right to 'answer' back at everyone's experiences with your company and service and you do not have the right to squash all criticism of your processes, product or general experience. If he feels what he has experienced was less than satisfactory, he has the right to feel that way and share his experiences. Let *US* think for ourselves and determine if his reports are just a dog barking in the night or a pattern of poor business skills and unprofessional behavior. ( which may be the case from watching how CH handles itself online)

I hear way to many excuses from small business companies as if consumers shouldn't expect a well-handled, timely and accurate transaction because of 'whatever' reason. Other small companies do it and I will judge all companies accordingly.

Blasting his email complaint to your company on the Internetz is *NOT PROFESSIONAL*. Apologizing and taking care of his needs without the need to attack him, smear him or bully him in a public forum *IS* professional. If you handled his needs in a professional way I suspect he would post a positive experience on the forums and you would look all the better for it. Guess what? Consumers can do just about anything they want to your company and complain about it and you pretty much have to suck it up and let your excellent product and service speak for itself.

(I do like the veiled threats that you will now treat him poorly as a customer because he dare complain about your service and product. Very nice touch.)

I think there are many customers who have ordered from us, have had problems with products and see we are more then happy to do what we can to fix those problems.

Contrary to what some people believe, just being a paying customer does not give you a blatant right to try to make that company look bad if you have a problem with a product, especially when you have not done anythign to reach out to the company and see if they will help. Am I defensive by caring what is posted about me and my company to our customer base, especially when there is no recourse for my company, yes I am.

Call that a false sense of entitlement, or whatever.

I have no issue at all when a customer contacts me and says there is something wrong with a order, I try my best to work with them. I have had some customers email with concern on resin that is as simple and dipping it in water to get the shape back. Not everyone knows about resin or its properties.

You do not have the right to 'answer' back at everyone's experiences with your company and service and you do not have the right to squash all criticism of your processes, product or general experience. If he feels what he has experienced was less than satisfactory, he has the right to feel that way and share his experiences. Let *US* think for ourselves and determine if his reports are just a dog barking in the night or a pattern of poor business skills and unprofessional behavior. ( which may be the case from watching how CH handles itself online)

Let me get this straight (be patient with me). Every paying customer has the right to post about bad customer service or experience, even if they have never given the company a chance to make it right or offer customer experience?. That seems a bit unfair, how about to you?

All I want is a chance to try to fix a customers issues before they rant and rave online about it, I dont think that is too much to ask.

I’ve had several orders from chapter house, one of which was lost in the post by royal mail. I exchanged several emails with nick and found his responses prompt and polite.

However if you slag him off in a forum you can’t really expect him to be polite with you can you?

Edit (Sorry just to clarify. I meant that you don’t go out of your way for rude customer’s, rather than be rude to them).

Chapterhouse wrote:Let me get this straight (be patient with me). Every paying customer has the right to post about bad customer service or experience, even if they have never given the company a chance to make it right or offer customer experience?. That seems a bit unfair, how about to you?

All I want is a chance to try to fix a customers issues before they rant and rave online about it, I dont think that is too much to ask.

Nope. not unfair... You don't have the right to serve someone tainted meat just because you will give them 2 free burgers next time. Mistakes happen and people can and should point them out. The consumer can then judge if the reaction to the mistakes was professional and reasonable or simply and attempt to quiet complainers and not part of a commitment to improving overall service. People still retain the right not to be satisfied with the experience regardless what you do. He paid you 31$ for a product and service and he doesn't have to feel satisfied with it if he doesn't want to. And he can and should tell anyone he wants.

I can't tell what he ordered because I don't have his PO? really? You do so much volume you can't do minimal effort to try to match his email to an order or match his product description to an order? Posting his communications online? This reeks of petty and personal behavior by an unprofessional company. Come on dude...

Your reaction to his issue and the way you degraded him as a customer continues to speak about your attitude and how your company operates. You would look better with a simple: PM SENT and actually trying to resolve his issue and not waging a public war against him. If you reasonably address his issues I bet he would inform everyone.

However if you slag him off in a forum you can’t really expect him to be polite with you can you?

Actually yes I can and do expect him to be polite. That is called customer service. Sometimes it ain't fair but at least if you were professional and reasonable with an unreasonable customer you will be respected by consumers for it. That's the point, keep it professional and not personal like the person posting with the Chapterhouse account basically makes it. He takes everything personally and it reflects poorly on his company.

^ QFT.

Chapterhouse wrote:


Let me get this straight (be patient with me). Every paying customer has the right to post about bad customer service or experience, even if they have never given the company a chance to make it right or offer customer experience?. That seems a bit unfair, how about to you?

All I want is a chance to try to fix a customers issues before they rant and rave online about it, I dont think that is too much to ask.

Fair? What does being "fair" have to do with anything? You're supposed to be running a business. Either you deal with customer complaints as they come up and however they come up, or you don't. The fact that you describe this complaint as ranting and raving, when it was a pretty innocuous description of what happened that likely would have been barely noticed if you were capable of dealing with things in a professional and private manner speaks volumes.

Even given the opportunity to deal with this customers complaints privately through e-mail you chose to whine about the way he chose to seek restitution, implying that he was a liar and that you may not make any effort to help him now.
What are you even doing? You already seem to, inexplicably, have a significant chunk of on-line support for your "cause". Are you hoping to rally more people to your corner by telling everyone how poorly some random customers are treating you?

nkelsch wrote:

Chapterhouse wrote:Let me get this straight (be patient with me). Every paying customer has the right to post about bad customer service or experience, even if they have never given the company a chance to make it right or offer customer experience?. That seems a bit unfair, how about to you?

All I want is a chance to try to fix a customers issues before they rant and rave online about it, I dont think that is too much to ask.

Nope. not unfair... You don't have the right to serve someone tainted meat just because you will give them 2 free burgers next time. Mistakes happen and people can and should point them out. The consumer can then judge if the reaction to the mistakes was professional and reasonable or simply and attempt to quiet complainers and not part of a commitment to improving overall service. People still retain the right not to be satisfied with the experience regardless what you do. He paid you 31$ for a product and service and he doesn't have to feel satisfied with it if he doesn't want to. And he can and should tell anyone he wants.

I can't tell what he ordered because I don't have his PO? really? You do so much volume you can't do minimal effort to try to match his email to an order or match his product description to an order? Posting his communications online? This reeks of petty and personal behavior by an unprofessional company. Come on dude...

Your reaction to his issue and the way you degraded him as a customer continues to speak about your attitude and how your company operates. You would look better with a simple: PM SENT and actually trying to resolve his issue and not waging a public war against him. If you reasonably address his issues I bet he would inform everyone.

However if you slag him off in a forum you can’t really expect him to be polite with you can you?

Actually yes I can and do expect him to be polite. That is called customer service. Sometimes it ain't fair but at least if you were professional and reasonable with an unreasonable customer you will be respected by consumers for it. That's the point, keep it professional and not personal like the person posting with the Chapterhouse account basically makes it. He takes everything personally and it reflects poorly on his company.

I get accused of arrogance at times, but your telling me how my business is ran and how many customers I have?

His email stated that he had an order with a friend, so he didnt place the order...

His email address is not in our system.

We sell many rhino kits a week.

The only clue I have is his orders in Canada..

Part of the benefit (or disadvantage) of owning a small business is not being a faceless entity and actually being able to be part of the community. That means if you piss on me or my business, especially on a public forum, I can react how I wish. That does not mean you will not get good customer service from me, but I wont be happy about how you communicate and be all happy and honky dory.

I welcome new customers and business, I had a nice conversation on the phone with a customer friday about some concerns on a single bubble he had on a resin cast. Speaking with him, I told him its his call, I will be happy to send him a new part, but if he thinks he can work with the bubble (it was in the model, not on the surface) go for it. Either way I will do my best to help him.

Being a business means that you have to deal with all types, even types who are not easy to please. Sometimes you strike out with them even when you try. You end up with anger on both sides sometimes, its part of business and all you can do is try your best with each customer, treat them how you would want to be treated and move on.

I would never expect to be able to make a company look bad in a public forum about an issue, before even trying to contact them, and then expect the small business owner to act like nothings wrong. That is from my upbrining, I dont have a false sense of entitlement and take responsibilities for my actions (even if that is the fact that some folks done agree with me and take business elsewhere).

For the record, I never said I would not try to help the customer and his issue. I did state I was not happy with his posting his issue before we even had the chance to fix it. I am still waiting for his email to send me some more details about the issue.

This is unacceptable behaviour imho.

Not only is it off-topic it you are making defamotary statements about a member of Dakka.

If you have had a problem with Chapterhouse, FW GW or anyone else, the first, second and third point of complaint is with that company.

It is poor form to address the issue in public without giving the supplier chance to redress the issue first.

Both are in the wrong to be fair. I agree with the above statement that it should be taken up with the supplier first, but I also agree fully that its out of order to get pissed off with a customer. If I did that at work, A. I wouldn't expect to see that person ever again, or indeed anyone they knew, and B. I'd get my ass fired. I know this is different, but its still unproffesional as stated. I understand your frustration, I learly flipped out today at a guy, who attempted to get money taken off his function, saying everything was rubbish and poor quality, despite everyone saying how lovely everything was, but I would never personally attack him for it.

Chibi Bodge-Battle wrote:This is unacceptable behaviour imho.

Not only is it off-topic it you are making defamotary statements about a member of Dakka.

If you have had a problem with Chapterhouse, FW GW or anyone else, the first, second and third point of complaint is with that company.

It is poor form to address the issue in public without giving the supplier chance to redress the issue first.

I was trying to stay out of this, because my first foray into the thread was met with hostility.

But how in the name of anything you hold dear is it BAD FORM for you to expect someone whom you paid for something to get it right the first time? This isn't kindergarten. Dude's running a business. If he wants to make money, he should get into the habit of NOT needing second chances.

Sorry, how did he make you "look bad" other than by literally describing what happened to him?

Either you sent him the wrong, poorly cast item or he's a liar.

If it's the former I don't see how you having the potential to _make up_ for the issue changes the fact that it happened. If it's the latter, he's just a liar and the best way to find that out is to communicate with him.

TheFirstBorn wrote:Both are in the wrong to be fair. I agree with the above statement that it should be taken up with the supplier first, but I also agree fully that its out of order to get pissed off with a customer. If I did that at work, A. I wouldn't expect to see that person ever again, or indeed anyone they knew, and B. I'd get my ass fired. I know this is different, but its still unproffesional as stated. I understand your frustration, I learly flipped out today at a guy, who attempted to get money taken off his function, saying everything was rubbish and poor quality, despite everyone saying how lovely everything was, but I would never personally attack him for it.

Is this really a personal attack? Reading it the third time around I dont see anything personal in it..

Of course he emailed me, after he posted his concerns on an online forum without giving us the chance to see what was wrong.

I read his email, but I still cannot do anything since I have no idea what order number he had.

So I really have no idea what his complaints are, that and pictures would be helpful as well.

For the record his concerns are resin casting "flaws" and wrong item shipped. (which could just as easily be he may have ordered the wrong item, I cant tell without seeing his PO#).

I dont know why people think it is better to post complaints on a online forum before contacting the company, that does not win you any points with anyone and certainly does not make the company more likely to help you.

His email tells me he already thinks our customer service sucks without even had any dealing with me before.

"I would like to get this order fixed and get what I origionally ordered, which would be the generic rhino sprue no.1 but that probably wouldn't happen, but I thought you guys would like to know about the flaws so you guys can fix them atleast"

I think it was rather even-handed.

1 Major maxmini order placed and prduct recieved.

3 different styles of shoulderpads.

No flash on anything. Very crisp casts, with fine detail... Oddly enough better than the equivilent GW pads in some cases.

I like their product.

TBH, I think they shouold have been a bit more careful in how they marketed the product.

Nope. not unfair... You don't have the right to serve someone tainted meat just because you will give them 2 free burgers next time. Mistakes happen and people can and should point them out. The consumer can then judge if the reaction to the mistakes was professional and reasonable or simply and attempt to quiet complainers and not part of a commitment to improving overall service. People still retain the right not to be satisfied with the experience regardless what you do. He paid you 31$ for a product and service and he doesn't have to feel satisfied with it if he doesn't want to. And he can and should tell anyone he wants.

This is true. But to be perfectly frank, imagine this scenario. I buy a Tactical Marine box from GW. I get home, open up the box, and see a malformed devastator sprue instead. What is the logical thing thing then to do? Call/Email GW and get it fixed, obviously.

However, in this case, the customer decided on a different methodology. He decided first to go online into an already highly volatile thread about the company in question, and complain that he got the wrong order, and that the order was badly done anyway. When asked if he had actually mentioned it to the company in question, to try and get the desirable solution, his response is basically, '...uhhh, I did a few minutes ago'.

Not the brightest thing to do in the best of circumstances. If I came on here having pulled out the deformed devastator sprue, and complained that GW was of poor quality, and then revealed that I hadn't even tried to get my original order, people would be mildly incredulous, and with good reason. 'But why didn't you just talk to the company first? Regardless of whether you hate GW or not, accidents do happen in shipping', they would say. And they'd be right. The mark of a good company is generally how willing it is to deal with complaints.

Chapterhouse, which is currently under a lot of fire, for several reasons, sees itself under attack in an already volatile thread for not resolving a problem it didn't even know existed. Chapterhouse is already a bit hot under the collar, and probably needs to take a step back, and chill. His response was slightly out of whack with the wording. But that's part of the deal with small companies. They tend to be one or two person run, which removes them from the more polished global corporate image. When people are talking about the company they worked hard to build up, they respond personally. That can be slightly bad for image, as can be seen by a slightly unprofessional response here. It wasn't that bad, nkelsch, you're exaggerating here, but it was a spot unprofessional.

However, the flip side is the dozens of times I've seen people mentioning order cockups before in other threads where Chapterhouse has immediately gone, 'Oops. My bad. Terribly sorry, I'll correct that'. Often free of charge.

When you say, 'You do not have the right to 'answer' back at everyone's experiences with your company and service', I think, uhh, why yes, they do. Everyone has the right to respond when they're in the court of public opinion. The poster with the customer service problem, had no problem. Chapterhouse responded in a minimally unprofessionally way, but with cause, considering they're already under fire in this thread. You then weigh in with some incredibly inflammatory comments, and then tell him he's not allowed to defend himself?
Whilst corporate entities might not respond to you baiting them, its because they're not personally involved, and honestly don't care what you have to say.

I like the fact Chapterhouse posts here. It gives it a personal touch. If that means he acts slightly unprofessional at times, so be it. It shows the fact there's a human on the other end that I can talk to, and work out my problems with as and when necessary, as opposed to a faceless corporate entity. I think you'd find he responded a lot more professionally though, if you'd cease baiting him, and then accusing him of being unprofessional at getting hot under the collar at what are thinly veiled insults at his ability to run a business.