To be honest, if a customer service person can't handle the use of the word "rubbish" in an email then they are in the wrong job.
I've worked in customer service for almost three years and have had enough personal attacks directed at me thanks to flaws in the company's system to say that there's nothing wrong with the email. It's not like you said "YOU ARE ALL A BUNCH OF F****** C***S" or anything.
Customer service representatives have to deal with some the biggest arseholes around on a daily basis, but there is absolutely no excuse for shitty service. As someone who considers himself to be pretty good at the job, I find the conduct of the Scotrail employees pretty embarassing. How much effort would it have taken them to call up the web aftersales department themselves? About a minute from their schedule...
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