I have had more negative customer service experiences with Turbine in less than 3 years here than I have had cumulatively with every other company I have ever done business with over the course of my entire life. That includes
1) snarky developer comments on these forums
2) snarky forum moderator comments I have had mailed to me
3) crappy experiences with GMs
This notably excludes the the current poor state of the actual game.
About the only negative situation I have managed to avoid with Turbine is a billing issue. They no longer have any current credit card info from me, and they are unlikely to see that change any time soon based upon the above.
For too long, this company has been run like a country club for its employees rather than an actual service provider. The recent restructuring provided a needed wake up call. There's a new sheriff in town, and I hope WB cleans up the rampant unprofessional behavior that undermines the health of this game.
Trying to pretend that the issues are not well known is a customer "service" strategy that attempts to avoid actually providing service.