The CS is a blizz employee and has to follow rules. Fact. However, they still have latitude for empathy. If Blizzard’s CS group no longer allows for empathy, then they are failing where they once succeeded. Do I blame Ed for not being more creative? Yeah. Instead of suggesting the current way sucks and needs to change, Ed just keeps collecting his check and clicking the appropriate canned response. Blizz may have made the change, but a good employee will at least put a pinch of neutral empathy into a canned reply. But this is neither here, nor there. But if it makes you feel better:
"Dear Tony J., Blizzard CS Director,
You might want to consider changing the limitations of your current model and allow your staff to have freedom to empathize, and put some life and character back into a once glorious customer service experience. It feels like no one cares, and since you run that whole department, maybe you can do something about it."
Better?