I just don't understand why Bill can't hire an assistant poker room manager, and make him head of customer service.

Assign that person to the 2+2 forums, have him answer all reasonable questions/concerns, and also make his e-mail available to the public for concerns that can't be handled by the third-world support staff.

Have him communicate all company policies and empower him to resolve things fairly.

Why is this so difficult?

Has Bill Rini ever managed anything before? Sure doesn't seem like it, from what I've seen so far.