Hello,
The only problem I'd like to be solved is: how to avoid people waiting for weeks for a refund request. It's painful to say to an unsatisfied customer they might wait for almost a month for a refund (this has happened at one point, I'm sure it's better now).
I've been doing support almost everyday for the past five four years, and people are surprisingly nice in the music space, and it's almost never their fault. YMMV. In my short foray into the video game space, it was clear the users were a lot nastier indeed for sure. ^^