At the end of this all, I am really unhappy that we were not able to come to a resolution that was appropriate to both parties. Like we previously posted, we didn't get to this point by pissing off customers. We truly treat each customer like we want to be treated and as our extremely high Yelp and ResellerRatings show this. Unfortunately, we failed here and will have another pow-wow later on today to see if our processes need to be tweaked. We are an evolving business and change our processes all the time, so this situation will definitely be up for discussion.
The truth here lies somewhere in the middle. It is possible that the OP and Lisa got involved in an argument, she called him a liar, he told her to kiss his heiny, the conversation got heated and she hung up. The thing for BL to learn is that is not how to handle angry customers - never give them more fuel to become even more agitated, especially with the ease with which people can post their frustrations on social media. What I would have expected from BL was a post asking the OP to contact them again so that they could work out some mutually agreeable solution - if the OP refused that how could he then continue to plead his case that he was being treated unfairly? Instead we got a bunch of PR that really served no purpose. BL does really need to look at their CS processes and see if they can be improved.