For all account actions they have a template they have to use. That has been the case for at least over a decade. I assume legal and whatever other powers that be have reviewed it and mandated that everyone gets the same information depending on the outcome of the review.
There are a few options I think:
- Overturned with an apology (false positives do happen on rare occasions)
- Upheld with a reference to the polices to make sure folks know the terms
- Escalated to a supervisor and closed. In which case it can be a long time before a supervisor sends a new reply.
They do not discuss or debate the account actions. They double check the logs to verify that yes, the account is flagged as violating the rules. They can check chat/game logs to verify that yes, those actions did occur. If they did, they uphold the penalty.
So that means you let people bait you into breaking the rules? Right? If you actually said anything that violates the rules, then the penalty is valid. Blizzard does not care WHY you did it, only that your chat logs do verify the infraction. Never ever take the bait. Just report them and put them on Ignore. Just FYI, the others may also have been penalized, but Blizzard won’t tell you about their account/s.
If you want more info about the WoW policies you can ask on the WoW Customer Support forum. It is NOT a means to appeal or argue - it is an Information Desk to help folks navigate support, explain policies, explain services, etc.