i guess like everything, there are good ones and bad ones. a friend had a disgusting experience with a few recently (1 issue, but it kept getting bounced between gms’). they basically told em to quit the game and that they didn’t want them to sub. i am going to look at the mails sometime and then will consider if its worth reporting those gms. the replys were absolutely disgusting.
and i personally have had them lying to my face, and/or being completely unknowledgeable about my concern recently, and also a terrible interaction during the MoP prepatch, where i was also told basically go unsub, we dont care. (it was a tech issue, dongles, not an ingame issue).
i think blizzard is so hit and miss atm. you have terrible representatives like Ion and Lore, but then you have amazing designers for the art and music. stupid ideas being put in like azerite gear, but amazing quest lines like the blood elf heritage armor.
the same will be with gms. me and my friends have had terrible ones recently, you had a good one. at least some still exist.
i dont know who he was, but i will never forget the GM who helped us in Mana Tombs in late TBC because there was a bug where the large void elementals feared you into the walls, then you fell through the world and counldn’t res.
fast response (minutes), solved the issue, actually one shot the mob for us so he wouldn’t fear us again! and we got a funny joke and him dancing for us!
i hope there are still more staff like him and your guy in blizzard percentagly wise.