I never claimed otherwise. But a copy/pasta response isn’t acceptable. In the very least say “we don’t have a solution for the bug but it’s b een forwarded to the correct department”.
No they cannot continue because the quest is impossible to request. Since everyone and their mom wants to know the specific bug I found some psots about it on the bug report. But this is hardly the only issue that blizzard does this with. This is just the most recent example in my friend-group.
Factory Recon - Unable to Progress - Support / Bug Report - World of Warcraft Forums (blizzard.com)