I want to be very very clear, and make sure nobody is putting words in my mouth or anyone elses.

Again I stated Nokia has a customer service problem from the top down. It is policy not people that are the problem. While I have encountered rather rude people in the past when dealing with customer service, it was the policies they are forced to follow that are at the root of the problem. People are people some are a-holes some are helpful, but they all work in the constraints of a broken system and that is the problem.

I think what we are saying as a community is to put something in place to handle the requests that are so obviously needed, and we do not really care how things are currently setup, fix it or risk losing customers.