Comment The story implicitly forgives them (Score 2, Insightful) 165
The second is that the solution has to scale well, even for a company like Yahoo that probably gets so many complaints about user conduct every day that it would be impossible to read them all.
If your business model is based on your customer being unable to actually reach a real live human being, your company either should be set up to avoid complaints whenever possible, or your company is going to get a (probably well-deserved) reputation for crap customer service. But people like the submitter who expect that big companies can't have a big enough support staff to cover their complaints are part of the problem...
Outsourcing your customer service overseas isn't always a great solution, but it's almost always better than conducting 'customer service' through emails that involve cut & paste from FAQs.