I only deal with b&h. I'm not talking about trades per se. This is nothing against Helen Oster, but it's very strange, to at least me that Adorama has hired a person to search out problems with their company on the internet. Seems to me like adorama is aware that they have problems internally or there would be little need for this. Again, nothing personal against Helen. Seems like damage control. Why aren't the people that work directly at adorama resolving this? That's really my question. If the op didnt belong to an Internet forum what would happen with his dilemma? This is why I am saying damage control. It seems that this doesn't matter to adorama unless it becomes public.
I'm not really protecting anyone, but I don't agree with your statement. In this day and age it's pretty much impossible for bad service, products, etc. to not be known to anyone with a simple search. There is pretty much transparency on the internet from multiple layers of feedback, review, etc.