You say it well and that's exactly what happened. I did speak personally with the head of I.T. who is a rude, self-impressed asshole that probably needs to be fired because he is a rude, arrogant asshole and no one gets along with him...and so the G-dog's account falls through the cracks that resemble chasms more that actual cracks.
To be fair, he wasn't rude to me, promised a replsponse and asked for some more information, that I provided...and then, nothing.
It is what it is I guess...I'll find more accounts. Oh also, there are always two types of customers...external and internal. Unfortunately people fail to understand that.