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Octav here.
All of you guys are entirely right. That post jumped the gun. I apologize for it, what was posted earlier doesn't do the client justice; it was written on the spur of the moment.
we take great pride in our customer service, and so far it's been our bread and butter, but we really dropped the ball on this one. An incident such as this one is obviously not shedding a good light on us, but our track record so far says otherwise. We definitely should've done a better job in answering this in due time. We will look into this to find out exactly why the support answer was misguided. We are continuously striving to improve all aspects of our service, and this will make a great example in the 'not to do' category.
In this case, the way we present the template will have to be thought through in order to avoid this kind of mishap in the future. hopefully we'll catch the rest of them before needing the flame suits.
I hope Glee got the apology, I will email him personally, and we find a way to make it up to him for the inconvenience.
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