Katulis
If something said from Sywindt keyboard isn't equal to ToS, then let you just take over it. And we all then listen to Trixie and Sub, why would we need any CSR's at all?
Technically, if it's not written within the document titled Terms of Service, it's not part of the ToS, period. If they want to make that a ToS item, they would have to modify the ToS itself. I'm pretty sure they wouldn't want to go about modifying a ToS because afaik the ToS is a legal document because not only can the company use it to allow/deny/etc service to customers(players), but customers can also hold the company to the terms listed in the ToS. They'd have to hire a lawyer to make any changes to it, just to cover their butts.
CSR's can make policies and rules, but what they type/say can't be considered ToS unless they are quoting directly from the ToS.
---