To build on what FoxyBunny said:

We are taking measures to improve customer service. We believe we have improved Customer Service but of course we have a long way to go. Improving the customer's experience is a goal we will always strive for.

That said, many of the "customer service" complaints of the past few weeks are really "I can't believe you banned me" complaints. The players say they want better customer service, but to them "customer service" means unbanning their account. That is not going to happen, and we don't consider those complaints to be legitimate.