These forums are a defacto customer support from my perspective. To accuse this person of "complaining" really seems like a sign of personal weakness. Rather than say that to ANYONE, why not try to add a dash of humility and apologize and mention this is beyond the scope of these forums and point this person in the right direction. I am not a fan, at all, of your moderators and it's people like you who begin the downfall of an organization like yours here. You really should have some introspection here and try to see things from other peoples side. You represent, by default, LaunchBox. If I was your boss I would either retrain you in the ways of customer service or fire you.