Statistics say that a happy customer will tell 20 people about their experience, but an unhappy customer will tell 200. Maybe she should be made aware of how many people you've already told, and how far reaching your complaint has been made. Then tell her that you would love for your next post to all those same people tell how diligent she was in resolving the issue. Give her this website address, and your post's title, and let her see what kind of advertising she's getting...maybe she will see the need to make much needed changes!