I'm not blaming the CSR. I'm blaming the idiot manager that grossly and incompetently understaffed the CSR department. As I've said before, the game manufacturer is not our friend. It's a business. And customer service/support is a HUGE part of the product and service they are selling.
And the CS they are providing is a freakin joke.
As for blaming the customer, a lot of us have followed their protocol and submitted tickets, still with no response. NO RESPONSE. Not even, "We've received your ticket, but due to high volume, we cannot process at this time. Your anticipated queue time for your ticket is 1 day, 1 hr, etc".