ceremony of eternal bonding epic fail

i purchased a platinum ceremony of eternal bonding wristlet, we had our ceremony friday at 7pm, what utter disappointment of such an event we were looking forward to. NONE of the cut scenes played for me AT ALL. i stood alone in the sanctum while my partner and guests watched the event and i saw NOTHING. Absolutely gutted and angry as hell for a completely ruined event. Next thing i was booted out of the sanctum to outside.
Submitted a ticket, but surprise...no response.
The skip scenario cutscenes box was unchecked in options, not that that should have any bearing anyways. and i see no reason at all for me not being able to view the event.
I feel cheated i paid for something i didnt even get to witness, i dont even want the items now as they are only a reminder of utter disappointment and the ruin of a anticipated event we'd planned for a long time. I mean who doesnt even get to watch their own wedding?!