I have never had them do that. In fact, I don’t think they were ever allowed to do that and it is unreasonable to expect them to give you that kind of in game help.
That’s my other issue. For whatever reasons the GUI for these systems is beyond garbage on top of being barely functional.
Yes they have done that. Me and my friends got help of this nature all the time, and you can see several anecdotes in the replies of this thread.
And I don’t think its ridiculous at all. The game breaks sometimes and they’re supposed to have people on hand to help. That’s in theory, one of the reasons we pay a monthly sub to this game.