All of our abusive ones are forwarded to me; I write sugar sweet emails and try to fix their problem like any other support email. But sign it like this: Tom

All of our abusive ones are forwarded to me; I write sugar sweet emails and try to fix their problem like any other support email. But sign it like this: Tom XXX Product Manager / Team Lead P.S. Please take a quick look at this friendly FAQ <link> on how we suggest users contact staff members. We try our best to answer queries and fix problems as fast as possible; however, I inform staff they have a right not to suffer verbal abuse, which is why I have personally dealt with your email" Usually you get a really bashful apology (and anyone that follows up the abuse gets a terse "you had a last chance, sorry" email and a perma ban :)) i.e. I know people get pissed and write emails they later regret (everyone does it) - but twice uses up their credit :)