Have you seen the forums lately? How almost every post is some childish rant about the game? As a CM I don't see anyway of communicating with this toxic community when any reply you give will be over analyzed and misinterpreted. I understand what you're saying, and it's a valid complaint, but this community is really hard to work with.
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It can be, but he is an adult and that is his job. It doesn't matter if you work as customer service or cashier. You handle your just professionally. I've worked at a service desk at a Wal-Mart the day after christmas, and believe me, some people get really -blam!-ing ugly about shit.. Yes the community can be toxic about things, but it is either ignore them, or ask them what they find wrong. In this there should also be constant feedback from all parties so everything is understood.When it takes several months for them to get back to us on something, it makes people worry, and then panic. That panic starts to become venomous, festers within the community, and when it comes out it leaves a wound that decays and slowly becomes worse.