I just had a bit of a run-in with Basil in the Tier 2 clockworks terminal. I had purchased a recipe from him, and had gone on my merry way through the rest of the tier. When I got to the alchemy machine in Emberlight, I found it was not usable. I thought I had learned the recipe, but it wasn't available, nor was the recipe available in raw form in my inventory.
So, of course, I immediately assume "BUG!", and send in a support ticket.
I got a response from a GM (Coriolis) in about half an hour. Very courteous, simply asked me what happened. I got a follow-up reply in about 5-10 minutes, explaining that he/she had looked at the logs, and discovered it was my own fault -- I had apparently sold the recipe right back to Basil immediately for 25 crowns (thus making it a 14,575 crown loss) without realizing. I never learned it at all (which was indeed the shakiest part of my memory).
The best part is, even though it was my fault, my item was restored to me as a (specifically stated) one-time courtesy! I was halfway expecting to be told I was out of luck.
Very well done; you have a happy player here, my friends.
Very nice. I myself had a little issue with energy, contacted them, and was very satisfied by their customer service. Plus, actual people answer you, not bots !