These were my initial thoughts too, Phil, especially as the post was "dead and buried" and the poster just happened to arrive at the site from a search of "Petcherat" (the company name) on google.co.th, from an IP address in Bangkok. The company just happens to be foreign-owned, too. But regardless of whether that is the case or not, I think it's important to give a "right to reply", as well as for the visitor to this site not to place too much importance on a single person's experience (everyone, including companies, has bad days, after all) - just as, conversely, it's important for every company to place a lot of importance on every customer's experience. If a customer has genuine gripes - as he or she seems to in this case - then the best course of action for the business would be to take action that they do not happen again, by ensuring advertising claims and reality are in line with each other, refund/cancellation policies are transparent, etc.