Maybe the patch will be them hiring new staff who know how to resolve actual issues instead of giving false hope. False hope causes players to become upset with the company and in the long run hurt the companies player standings and their bottom line profit. It's sad to see a company just set themselves up for failure like this.
GM's are just a title. Their official title is Customer Service rep. The title GM is just a gimmick really. That is how most games are done. Though there are different ranking structures for GM's ones that just do tickets, another that does investigations, another that does bans etc. So sadly, there is always the ability to have misinformation happening or not enough information. This is due to the lack of dedication and training done by the company.
I was a new hire / product demo trainer. Basically, did all the new hire training. Then I would get new products from merchants go into the field test them break them and get back in touch with the merchants on the product. Then I would then turn around and teach the 200+ employees which I oversaw with training and future education.