To be clear, we do not generally swap quest rewards in Battle for Azeroth. As stated in the Support Article linked previously, the rewards are generally specific to your class/spec and therefore usable.
Previous to the change in how quests rewarded items we tend to only swap a quest reward if it were at level cap and you otherwise couldn’t use it or otherwise earn it again. It was not commonly done and had specific requirements to even considered making an exception.
That isn’t to say that we didn’t do something similar in vanilla, of course we did, but again it was conditional and not entirely common. It is important to understand though, we have had many iterations of policies over the years that have changed based on a number of factors.
- Our desire to help players who make an honest mistake.
- Needed limitations to prevent abuse (where it no longer is an honest mistake but Support is used as a crutch from mindful decisions.
- Our staffs bandwidth and ability to get to folks who need help, primarily folks who are unable to play due to technical or account related issues.
- The overall vision of our devs and how they feel such matters should be addressed.
At the moment, WoW Classic has specific policies in place that otherwise prohibit us from granting that request, Zagara. If you would like to see a change to how those policies work the best advice I can give you is to provide that feedback in the Classic Discussion forum. A constructive civil discussion is best.