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Agree on your proposed outcome. If you have done any sort of social media moderation, you will very quickly develop an immediate reaction to even a trace of ab

Agree on your proposed outcome. If you have done any sort of social media moderation, you will very quickly develop an immediate reaction to even a trace of abuse or hostility from the users. There are so, so many assholes on the Internet, and you can't fix them. The more effort you put in to one incident, the more of your time these assholes will take up. The CS rep handling this particular case has dozens of others to handle that same hour. They don't care about you, the user, because you are not a customer, you are the product, and your are easily replaceable. The CS rep's boss also doesn't care about you.

Nullabillity 4y ago
> They don't care about you, the user, because you are not a customer, you are the product, and your are easily replaceable. The CS rep's boss also doesn't care about you. And this right here is the root of the problem. The problem isn't that customers are "abusive", it's that CEOs and stock holders can offload the fruits of their own abuse onto people who are powerless to change anything. It's not exactly a surprise that that breeds resentment from both sides.