Therefore you're saying that if a new MMO is the greatest most innovative game ever but only has a small following, and a few of those followers are "trolls", then it suffers from the same problems as a big-hit MMO. I really am having trouble here.. at least in seeing what your issue is with big hit MMO services. All my communications with them have been without a problem. Perhaps you've misunderstood what I'm trying to say here. I assume that you know we're talking about customer service. Yet you seem to keep making a big deal about being able to talk to the developers. But why should you need to talk to the developers of big time games. They have suggestion emails you can send to and things like that. And it's not like these big hit MMOs have a ton of bugs, there are regular patches and they are very quick on picking up on that kind of stuff. So basically what I'm saying is that while it's neat to be able to talk to the developers, it really doesn't effect the quality of the service. And hell, does it even matter if they play the game? Chances are that if you are contacting customer support it's because of account issues with payments and whatnot. And personally I would feel a lot more comfortable discussing payment issues with employees of a multi-million dollar company rather than with a guy that codes a game out of his apartment. Because they have lives? Because their life isn't entirely run by a game that likely started out as a hobby? If Blizzard launches a new update and there is a glitch with it, they will have teams of developers on it and guaranteed that the problem will be fixed within 24 hours or so. If an individual is working hard on a big update and finishes it they probably won't feel like sitting around waiting to answer requests on ways that they screwed up. Chances are, they want a break. And the fact of the matter is, there are simply way more problems with smaller games being buggy than bigger games being buggy.