What a horror story, thanks for the heads up I was actually looking into that game earlier today. Guess that's a clear no now. Seen the same situation over and over with customer support services: neck deep in work, due to poor recruitment or budget cuts, leading to unhappy/frustrated customers who want to vent their rage @ the poor helpdesk guys who pick up the phone, who get eventually getting enough of being the punchball day in day and leaving only to get replaced by newbies, leading to even poorer customer service.
So many companies with great products eventually fall because they can't handle the CS, something that blizzard has always done pretty well.