A Particular Person Called Ben: A Mafia Wars Customer Service Story

Jason R., Godfather of [M.P.R] recently contacted Customer Support with some specific feedback, and he received a confusing response. Please see the post in its entirety HERE on the [M.P.R] blog.

 “I would like this message passed to Ben the new community manager for Mafia Wars. . . ."

That would be Ben AKA Don Perogi. He is not a new face at Zynga, and is the new face of Mafia Wars Live since Nate fled screaming from the tyrranical clutches of the Zyngons (ok, that last part was a slight bit of literary license on my part...).

Jason addressed some clear and valid concerns and feedback in his message, and was surprised to receive this response from Customer Support:

"I understand that you are trying to reach a particular person called Ben, I’ll be passing this information with a different department Jason, but if it is possible for you it would help if you provide us the full name for this person so that we can reach him."

::scratches head::

They don't know who Ben is??

And what's this 'other department' the CSR was forwarding the message to? And why? Much of Jason's feedback was specifically for community managers.