They HAD great GMs. Funcom had a really awesome group of people in CS a few months ago. But then upper-management decided to make it a numbers game, and soon it quickly became about quantity instead of quality. Everybody suddenly had to worry about keeping up to a certain (rather high) amount of petitions each week...

So the GM that goes out of his way to help a player and give good customer service is more likely to get fired than one who does everything by the book and deals with players as minimally as possible. Unfortunately, most CS departments are run this way these days...

It's a company of good people and bad management.