Interesting - so there was only an issue when they caused you a problem through their negligence. It didn't actually have anything to do with the accounts team

Interesting - so there was only an issue when they caused you a problem through their negligence. It didn't actually have anything to do with the accounts team or customer service itself. I certainly agree with your sentiment though - misrepresentation is bad, and to be avoided. For a sole proprietor who is trying to win business, but has no resources, funds, or choice, I view this kind of 'peacocking' as a functional but temporary solution; especially if the sole proprietor is certain they can fulfill the clients requirements.