Maybe if the producers would have a real customer support system, people would not get so frustrated and "shout". Incidentally, she may not be "shouting". She may be working and habitually use all caps when typing information into the computer. I used to have a job where I never used lower case text, so my system was always set on all caps, and when I would send an email, I often forgot to take the caps off. Treating someone like they are wrong or unnecessarily offensive because they are frustrated with a product or procedure that doesn't appear to be working is rather asinine.
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