I don't see how including selective correspondence, including a bullying, coercive lecture on the way Bill runs his business, and how he should change to satisfy this person helps their case. Perhaps I'm mistaken, but it sounds like a refund went out over this unfortunate interaction to quell the anger of a disappointed customer. So to what purpose does continuing the march on a forum one doesn't normally frequent serve?
For what it's worth, Millersound is the classic mom and pop business, solely staffed by Bill and his wife Loretta. There are no other people involved, no one works there as a handler or to shield Bill from anything or anyone. The business is their life, and their life is their business. Are they perfect? Are any people or business? Are they eccentric? Yes, that's part of the experience, charm, fun, and why Bill is more an artist than technician. That's why you can find others who can simply replace this or that on a driver, but Bill has earned a reputation for returning drivers that work optimally, and sometimes even far better than the day they were new or the way the engineers / manufacturers designed. As @mofimadness mentioned, this looks like the first public complaints about Bill next to a mountain of happy interactions.
I admit bias on my part, as I've known Bill and Loretta a long time, regularly visit them socially, broken bread, taken road trips, and consider them more than friends. But I also have witnessed how they run their business over these many years, watched Bill elagantly repair drivers (including many of mine) at a most reasonable cost to countless customers, and know there is no more capable, conscientious, passionate, caring, and honorable business going