Very good advice. We had something, not quite the same but relating to some negative posts on forums, where our lawyers suggested we go after them. I spoke to

Very good advice. We had something, not quite the same but relating to some negative posts on forums, where our lawyers suggested we go after them. I spoke to a friend of a friend who is a litigator, who told me (in a friendly capacity) that "principals can be expensive things" and that I should just continue doing a good job. We did that and it went away thanks to our own user-base coming to our aid. Turned out that it was one competitor (in our case) who decided to talk negatively about us. As an aside though, we now monitor forums and social media that relate to us. The added benefit of this is that we can provide better customer service in an event where someone has a gripe and they express it publicly, rather than via our own support channels. Anyway, I'd agree with the above advice. Tell your friend good luck. Maybe she should find a way to help her customers to be more vocal about her business