Do you know how many viewed the video later? I did and I was eager to produce a protocol. It was good to see Chad as his own News Anchor. I only stopped to view and write when the company's disregard to their customers - forum contributions in special - became obvious.
If Pizza was the Communication Manager (which he never reveiled to me) this job was awfully ineffectively installed and executed, as was the chat part of the video - WGT apparently wasn't eager to hear us.
"Bah Humbug!" is still in my ears - the company's derogatory defence against my critique of said disregard (the thread was then closed by Authority (P)).
Customer service: Icon's efforts are good basics but they are just a drop in the ocean.
Take my questions concerning missing mails. I used every proposed channel to WGT and received nothing but "use your checkbuttons" - which one? No answer!
(and I consider this hint wrong after Icon's explanations)
IMHO, the dead horse is on the side of those users who try to improve the site and the game - same (and new) good proposals every week, no answer, no change.
You fellow users, dismount!