So, Amos, what do we have to gain from you telling us this information? I gather that if they "fix" things, we will never find out the issue you had? I just don't understand the secrecy. Even though I don't care for the delivery, I do get why Gandalf is upset. It appears you are trying to use us as some type of leverage.
Maybe a better approach would be to tell us what happened and then let us know if they make it right or not. That would be more beneficial to us, wouldn't piss people off, and you still get to leverage the opinion of RIU. I'm not saying you need to get upset and say, "waaaaagh...they RIPPED ME OFF". Just state the facts and give them a chance to make it right. I don't think anybody would be bothered by that, nor would SOS lose any business.
It seems that you are trying to protect their image in the case that you get what you want, but you are tarnishing yours and theirs as well with the secrecy. We are big boys. We can handle the truth and understand that businesses make mistakes. It is how they handle them that makes the difference. Hopefully they handle your situation better than you.