Customer service people are (Mostly) awesome people. they want to help you but they are not mind readers, they can't bend or break the rules, and they can't just magicly fix any problem you have. be nice and polite. They don't like being yelled at any more than you do :) there's always an exception to the rule but most cs people just want to make it through the day and get you helped as fast as posable and efently so they can help someone else :D