This wasn’t a small bug.
This wasn’t a cosmetic issue.
This was a critical website problem that directly affected real customers and it dragged on for over 8 months.
Not because it was complex.
But because no one took responsibility.
The issue
The problem itself was serious.
Due to a website issue:
- orders were being processed incorrectly
- printed materials were being sent to the wrong addresses
- customers were confused and unhappy
- the business was losing both time and money
This wasn’t something that could “wait”.
The part that still shocks us
The client did not have backend access.
They couldn’t:
- touch the code
- change settings
- deploy updates
- or even see what was happening behind the scenes
Yet somehow, they were repeatedly told they broke the site.
The gaslighting began
Instead of ownership, the agency responded with:
- blame
- deflection
- and technical intimidation
They spoke to the client as if they were at fault, despite the lack of access.
Worse still:
- they blamed external agencies the client worked with
- they dismissed concerns during calls
- they spoke almost entirely in literal code scripts, not explanations
The tone wasn’t collaborative.
It was condescending.
The client became the middleman
At one point, things got so bad that the client had to:
- copy and paste code snippets
- relay messages between two agencies
- try to interpret technical instructions they shouldn’t have been dealing with at all
Imagine running a business while also being forced into the role of:
unpaid technical project manager
translator
and mediator
All because the agency refused to properly engage.
Eventually, the client had to organise joint calls between the web agency and the external agency — something that should have been done months earlier.
Ironically, the external agency — who wasn’t even responsible — handled the situation with far more professionalism and empathy.
Months of denial
For over 8 months, the web agency continued to claim:
- it was user error
- the client must have done something
- the issue wasn’t on their side
Despite:
- zero evidence
- zero access
- zero resolution
Meanwhile, the business absorbed the fallout:
- unhappy customers
- wasted print costs
- operational stress
- countless hours lost chasing updates
The eventual “resolution”
Eventually, the issue was fixed.
Not magically.
Not suddenly.
But only after sustained pressure and escalation.
And after all that?
The agency offered 10 hours of time back.
After 8+ months of disruption.
What we did when the client came to us
When we reviewed the situation, the pattern was clear immediately.
We:
- identified the actual root cause
- confirmed it was not client error
- validated what the client had been saying all along
- and ensured the fix was properly implemented and documented
No blame.
No scripts.
No intimidation.
Just ownership.
The real outcome
Once properly handled:
✅ The issue was permanently resolved
✅ Customer complaints stopped
✅ Operational chaos ended
✅ The client finally felt believed
📊 The real win
8+ months of business disruption ended — and a fix that should have taken days was finally owned and resolved.
The biggest relief wasn’t technical.
It was psychological.
The lesson
If your agency:
- blames you without evidence
- talks at you instead of explaining
- gaslights other partners
- avoids accountability for months
- and keeps charging while your business suffers
That’s not complexity.
That’s negligence.
You should never be blamed for breaking something you can’t access.
If this story made you angry — that’s valid
And if it feels familiar, you’re not alone.
👉 Book the Agency Advice Line
Get an honest second opinion from someone who will actually listen — and tell you the truth.
👉 Download the Agency Escape Plan
Learn how to spot gaslighting, delay tactics, and blame-shifting before they cost you months of your life.
Your business deserves better than being told it’s your fault — when it never was.
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