This has been on my mind alot lately. Many of us players are extremely dissatisfied with the new (to us) Customer Service - both the reps and the policies (I don't mean YOU by the way! I mean the CSRs - what we still think of as GMs). Who is accountable for their training and policies? Who do we petition for changes or send info/feedback to that is directly responsible for these things? Bob? Cal? Mark? Mystery person? I know you can pass the info along, but it just isnt enough, anymore. I love this game too much to leave it over crappy customer service, I would rather try to get changes made, or at least hear some REAL reasons why things are the way they are. I want to hear from the person who is actually accountable. I want to tell them what is happening in the trenches. It is very disheartening to see how generic our Customer Service has become. To see how very ignorant the CSRs actually are of our game. I have worked in Customer Service and I was always that CSR that refused to be told to shuffle the customer off, to tell them "tough luck, I can't help you". I was always that CSR that made it a point to find out how I could help you or get you in touch with someone that could. The one who made it a point to treat the customers like a valuable and inteligent person rather than a number. So I do know what a headache that can be, and how much extra effort and training it takes ... but it is so worth it! A happy customer is a paying customer. Even if you can't help them, if you have done your best and they know it they feel valued and remember that. An unhappy one may keep the product they love (UO) but they will never buy from you again (WAR, DAoC). Mythic had the (mis)fortune to inherit a game full of people who remember having some of the best GMs and Customer Service out there for a long time. You are never going to convince us that this new way is better. So let us tell you (the elusive person in charge of this) what was so good before and what is so bad now in an open conversation with back and forth dialogue. By the way, I want to say again what an awesome job you did with the website/URL issues that cropped up recently and in getting that policy clarified and adjusted a little. I don't discount your value as our Community person at all, but you should not have to answer to this situation that was not of your doing.