To be fair, this topic is like a tripadvisor review.
People love to complain. Hundreds of people might visit a restaurant and have great food, great service and go home feeling satisfied and that's the end of it. A couple of people might leave a review on trip advisor but the vast majority wouldn't even consider it.
Three people will go to the same restaurant and a fly might fart near them, they will get upset and they will 100% go on trip advisor and leave a really (No Swearing Please) review. So for those 100 happy customers, maybe 5 will leave a good review compared to the 3 unhappy ones how have left 3 bad reviews. When you as a potential new customer read these reviews, you'll see that 37.5% of the people who left a review were unhappy with the service they received and you'll consider going elsewhere.
This is why leaving (No Swearing Please) throwaway comments about someones service on the internet is an awful thing to do. Luckily the reviews for Paul in this thread alone should help convince people otherwise. Clearly Paul is doing something right. I'm not saying you should put up with poor customer service, but posting crap about things on the internet should be your absolute last resort, not something you should do because the vendor hasn't replied to the email you sent 20 minutes ago yet.