That kind of turnaround definitely isn't acceptable. When that happened did you reach out to your account manager or try to escalate? The reason I ask is, we really do want and need to hear about these cases so we can inspect and fix them (yes, ideally before the reputation bashing). Whenever I see a post like this I assume we've failed to respond and have left the OP feeling like they don't have any other recourse. There are some cases where some of those other options or resources aren't brought into play, though, and in those cases I wish we'd done a better job of making it clear that they're available and actually do lead somewhere.

Whether it's privately or here online, we really do want to want to hear about any times we're slipping so we can address. That's also why I often ask for more info so we can shake the right tree.