Due to a recent run in with the Turbine customer support, I have to agree with the rumors that I shrugged off as random people not getting their way. I was hung up on twice after 30+ minute waits, and treated rudely after the third attempt to resolve my situation. I was calling to reactivate my account, which I had to step away from for a short time. I was coming back and bringing my fiancée to the game. The conversation went something like this.

S - Support
C - Customer (me)

S: Hello, I am so and so, how can I help you.

C: Hi, I would like to activate my account, and was wondering if I can reinstate my account from the previous plan it was in.

S: What is your account name?(I tell him my account name)

S: That account doesn't exist. (He didn't ask for clarification on the name, spelling or anything of the sort, and tries to hang up here. I tell him to try again please, and spell the name of the account.) Oh, here it is. What did you want to do? (He already forgot I was trying to reactivate my account)

C: I am trying to reactivate my account, and inquiring if I can get the same plan reinstated.

S: No, we can't do that, is there anything else I can do for you today. (At this point I see he is not interested in helping me at all. I was going to reactivate my account either way, but was attempting to keep the holiday plan that I was on since I started the game back in 07)

C: I am trying to reactivate my account.

S: Oh, Well, I can't give you the plan you were on, it was cancelled. Have a nice day. (Where in my last statement did I mention the plan I was on. I simply said I wanted to reactivate my account.)

At this point I got tired of his short talk and inability to provide customer service. Needless to say, I did not activate my account, even at the full rate, which would have been done, if he had not treated me so rudely. My fiancée and I are now looking for another game, while I wait for a response from Turbine about the service. You would thing they would treat someone who was bringing someone with them, had 5 people join the game through him previously, and had a good history with the company with a little respect. Instead I was an inconvenience to his day. I later talked to a friend of mine who said this is the norm. It was once said how helpful they were with their customer support. I am sad to see it fall to the waste side.

The sad result of hiring clueless gamers for support and providing them with no customer service training and apparently insufficient over-sight.

Wow what a poor way to run a business.  With customer support like that I can see declining numbers in the future of LOTRO. 

Turbine has never had good customer service or cared how players think their games should be changed. I remember reading some of the early developer chats for asheron's call, and they not only ignored their playerbase, but their responses were outright rude. I don't remember the specifics but players were upset by an absurdly long spawn time of a certain boss and turbines response was something along the lines of "to bad so sad"

No offense to the OP, but this runs counter to any experience I (or anyone I know) has had with LotRO/Turbine support. They have been universally fast, courteous and helpful every time I have had to deal with them and those of my friends who have had interactions with them report similar experiences.

So, (given that among other things I used to direct/manage a tech support/cs group) there are a couple of possibilities:

A. You got someone having a very bad day, a burn-out case or some new-hire jackass who will shortly be an ex-employee.

or

B. You were a whole lot less rational and reasonable than you presented yourself as here.

(or I suppose, this being the interweb and all, C. This is all made up...lol..or something else really hokey like CC fraud)

Now, since I don't know you and obviously wasn't listening to the call, I have no clue which of the above is true.

Given that, the simple suggestion is to call back and politely and calmly explain things...if that doesn't lead to satisfaction, then do what you should have done on the first call - ask for the call to be escalated to their shift manager/supervisor. I'd be very surprised if that didn't resolve things.

P.S. For the person who posted right before me - "player feedback" is NOT "customer service", learn the difference and get a clue.