a) terrible english, even by Germanys standards
b) the 30 days included in the game purchase are contigent on a subscription. It is stated clearly. You just need to read.
c) Maybe I'm the fortunate one here, but I've experienced relatively few server crashes. Actually, none since over a week.
I repeat.. try answering a few hundred or thousand mails daily.
Consider this: If every mail takes five minutes to check an account for problems, in a 10-hour workday you will be able to process 120 of them per person. That's without any pauses and such luxuries Basic math, people.