Not being able to recover characters on locked realms where you already had existing characters was a bug and a hotfix was pushed to remedy the issue.
Not being able to recover a character on a locked realm where you don’t currently have any characters is intended.
Yes, the Customer Support forum is a player to player forum to help players find the best place to get help with their issue. It’s not meant to be a point of contact with Blizzard and, in general, your issue won’t be resolved by posting here.
Customer service is provided by creating a ticket and reaching out to Blizzard directly.
Ticket times right now are frustrating, no arguments there. I think they are averaging around 5ish days right now, give or take.
Unless you have other characters already on Faerlina, you being unable to restore your deleted characters while the realm is locked is intended. That point is even made by the blues in the post you linked (change in realm name not withstanding)
Do you currently have any active characters on Faerlina?