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I concur with your assessment of the customer service. Prior to the announcement that the server was down I had contacted the live chat support. Even now they are claiming that my graphics card requires an update (despite my doing that 3 days ago) and that is why I have not been able to log in for well over an hour. They are also telling me that my graphics card is the reason why several other users are also locked out.
Sounds to me like a bad break up lines: "It's not me - it's you! "
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