Thanks. I've been following some of this policy, but a little altered. I make it clear that they didn't reach some customer service drone, but instead the guy w

Thanks. I've been following some of this policy, but a little altered. I make it clear that they didn't reach some customer service drone, but instead the guy who runs the site. I try to solve the problem, but lay down the law at the same time making it clear that we don't allow any crap in our community. I also make a distinction between panic and rage. Panicked users will say, "It's broken! Why won't you let me log in!" while the enraged ones will just toss out a string of profanity. We've never had anybody threaten legal action, but it's good to know to call them on it. I'll remember that.