I totally support your cause Scorpion.
More that your problem is not an alienated incident. It is enough to browse the forums, especially now, after the April’s Patch.
We (the players) are the market and if we get a satisfactory service, nobody benefits more than the company itself. The support has to be a little more than a bot-like reply “we are unable to fulfill your request” for reasonable requests from users who encountered a problem while enjoying the game. Or worse no reply at all for a ridiculous amount of time.
We are asking for fair investigation, especially when it’s clearly a bug and it’s possible to find a proof of that. I’m guessing it’s not very complicated for ArenaNet to focus more on the quality of their Support.
So please, ArenaNet, shake your Admins and complete your excellent product with a decent support.