I understand everyone but the 10% that make my job impossible to stomach sometimes by just being stupid or inconsiderate. It's not as though hengli insulted anyone with his original answer and anyone with two brain cells to rub together would realize that soulstones weren't going to be added for free when he came in and did not say they were ever going to be free. Why do people think it's okay to insult our only conduit to the developers of the game we're playing?! Seriously?! If you don't even value the people behind the game YOU'RE PLAYING then why are you playing at all?!
Who insulted him? I didn't see any insult. Anyway, even if someone did, it's part of the job, the number of players are several orders of magnitude more than the number of employees, someone will at some point act irrationally or say stupid things. The service reps should be prepared to deal with this, and ultimately having satisfied customers is what matters the most.