First.

I totally understand that CSR's are people, with feelings.

I like that they are now 'alts' and official employee's and not avi's with profiles that give away their personal info.

But it still seems that you (as a company) are still VERY understaffed in your support area. The CSR's need to be very tough skinned to take and handle these people within customer support. Especially when it is not face to face as I know how people can get when sitting at home safe behind a computer screen like they are over a phone demanding 'their rights'... with this said...

I personally felt attacked in open support chat today by a CSR being told that my written response was 'sarcastic' when I was actually doing my best to get info to help others.

the CSR informed us after that they were being abused in IM's which is unacceptable... but again, they need to be allowed to mute the offender or log off to cool down before responding maybe???

I have personally spent hours in support and IM's trying to help others with issues both during beta and now. I have a lot as 'friends' and contacts through doing it as just 'me' and not an official CSR.

For the last 3 days there have been multiple people not able to file tickets with website issues. And I have been unable to google for help in webblogs or this site. I happened to open chat back up and see that "Clever" was in chat and asked if there was any info available to pass on to these people that can not get their password reset and sent to them. I went through step by step with 3 people last night from different countries trying to get them into the website, after not being able to help them with their vanished duplicate roos etc..

I was first told that the CSR was not there to address that problem... they were dealing with other problems/tickets first. Which is understandable.

I pointed out that these people couldn't file tickets so there is no avenue available to them for support, and did the csr have any info I could pass onto them? as I was trying to help the CSR's out.

I expected maybe a response like, 'I'll send you something when I get time, or maybe a posted link with info, or a NC or.. just something... instead I got accused of being sarcastic and that "we've added a few ideas for those people" ... that was it.

no info on what ideas? where? and I definitely wasn't expecting a 'thanks for trying to help them'...

obviously there was other 'crap' going on in chat with frustrated people as Eos Constantine made a comment right after.. but I wasn't in chat for that...

I have left the support group, there was no drama of me announcing it in chat etc.. but I felt I need to leave, as it is too hard for me not to try and offer support when I see these people asking for it... but I do feel that YOU (as a company) need to know that it works both ways.. The CSR's don't need to be attacked but also as a customer, I felt singled out by trying to help others and obviously not wording it correctly or asking at the wrong time.

maybe this post will generate some helpful ideas for you to improve the support that obviously 1000's of customers really need.. as the numbers will increase with this fun product, but the issues seem to be the same mostly.