Free may have an MBA... but he needs to attend Customer Service Classes... he is obviously a con man... NO business owner would write a response like that unless he wants to go out of business. Who would risk doing business with this guy thinking if something goes wrong they could get an experience like this? I understand it is easier to lie to a customer than tell the truth... However... Telling the truth to a customer goes a lot farther to establish trust in your company even if that lie is never revealed.