If you open a ticket with a GM, all they are going to say is there aware of the situation and there is nothing they can do ATM, thats when you ask for your money back... then they say they cant do that and you ask to chat with the supervisor.... then they investigate a little further like they should have done in the first place and explain to you in detail, what you need to do in order to complete the quest. The gm helped me last night forced him to. Use the GM thats what blizzard pays them to do. Customer satisfaction is major demand it!