I would agree with you as far as stroking the dealers who show exceptional service.
The problem with shaming them on a public forum, is that it can easily paint a one-sided picture. We can be too quick to judge and dealers are in no position to defend themselves here. It's not in their best interest.
Besides, on this great forum, anyone can post anything, regardless of credibility. (My posts clearly illustrate this
) Once the flaming starts, the threads quickly devolve. Nobody really wins.
And even when one of us has an iron-clad complaint, we can make our point without naming names, just like Fly4v did.
My philosophy is that simple sales disputes should be settled between the interested parties. Hobie is one of them here and Hobie has the best chance of resolving most complaints, and ensuring that dealers man up to their responsibilities. (They may be on this one already).
Now if I had evidence of defective product, or illegal business practice, or a dealer's gross negligence putting someone's life at risk, I would not hesitate to pass that on here. I likely would contact the shops owner, or Hobie or the BBB first.
But in this case, a misunderstanding about a $15 part just doesn't rise to the level of public humiliation.