Tim, if you read this (and I hope you will), it looks like there's a problem in your team...
I wouldn't jump to that conclusion from one person who obviously was biased in the first place.
Not that "obviously" to me - and please note that I said "it looks like", not "there is" - I wasn't there and I'm trying to put the blame on anyone, just being very suprised about what the OP reports, and I have no reason to doubt his sincerity so far.
I deal with the guys at BK a lot and if you ask something that they don't know, they they'll put you onto someone else. I would have to see a few people complaining before I'd think there was an issue.
You may be right, but word of mouth works both way, and it's way easier to get bad rap than good one, so whatever really happened, I think it's worth paying attention to i, and that was the only point here (oh, and please remember english is not my mother's language, so I may not use the right nuance or whatever).