"I accidentally deleted a character that I equipped with permanent tools from the gem store and I need to have either the character or tools restored. Please and thank you." That is copied directly from my open ticket.I understand the common courtesy of being polite but this makes it feel like it's a conditional requirement when something like this happens. Something that I was not aware of. It was an honest mistake and I certainly was not rude or demanding in my ticket but it's been more than five days, now. The technology exists and I don't think that it's fair to "ignore" my ticket because someone somewhere felt that it may have been anything less than neutral.