henky - You're a call centre man, so very surprised you don't find an admission that an organisation is too busy to deal with an issue in what it coinsiders the appropriate manner as being a problem!

The response explicitly calls out that because of resource issues they're not going to deal with the complaint as thoroughly as usual. That's just amateur...

In these situations you'll ideally get more resources (e.g. overtime/ load balancing), alternatively you take longer to get back to lower priority calls, or if you can't do that push out the standard email templates (and there is one for broken seats, so why not use that?) or worst case say that there is going to be a certain amount of delay before issuing a full response.

Don't just say "we're too busy to follow normal process. Goodbye". That's obviously going to piss people off.