I remember, long ago, someone (Raph, I think?) said that customer service costs could be cut to nothing if you just banned the people who appealed. I remember people freaking out at the time, not realizing that no one was seriously suggesting we as an industry take this step, but stating an observable fact.
Most of the people who send appeals send… a lot of appeals. Sometimes, it’s over something important. Usually, it’s the equivalent of tattling. The most frequent fliers can’t spell or put together a coherent sentence. And if you don’t give them exactly what they asked for (usually something wildly out of sync with the typical remedy), they spam the appeal queue with obscenity and threats.
Obviously, the typical customer only appeals in rare situations. The typical customer conveys the problem in short sentences with nouns, verbs, and only a few adjectives. Frankly, we all wish the typical customer sent in more bug reports, because his are legible and reproducible. This customer needs quick response time and sincere appreciation. After a product reaches critical mass, it is almost impossible to GET to this customer thanks to the spamhappy psychos.
It has been ever thus. I wrote my very first rant on the topic of appeals (petitions) that make no damn sense and/or waste my time. But I never thought I’d see the day when a real grownup company would actually ban people for calling customer service.