Ask HN: Looking for an old HN post about how to effectively lodge a complaint

Hello, and happy new year!

I am attempting to find an old article that was posted to HN a while back, about how to effectively lodge a dispute/complaint. I believe it was about telephone companies. It spoke about sticking to the facts, staying emotionless and documenting everything.

I wanted to share it with a friend, but cannot find it, even though it was front page for a while.

Also worth resharing with the HN community IMO.

Help appreciated.