The person you quoted had an entirely different problem. If that person got mad, it was justified, because it was appearently SE's fault that he lost his stuff (assuming he didn't actually release his retainer himself and it actually was a bug) and yet they didn't want to help.
Your internet connection hick-ups are not SE's responsibility, it's just a natural risk playing online so deal with it. I don't ask SE to give me the title for clearing certain content just because I disconnected at 1% and was outside by the time I could log back in either...

I contacted the GMs in this game on numerous occasions, never had to wait more than 20 min for a reply (usually, it's even less then 10) and I always recieved help with my problems, but maybe that's because I don't make unreasonable demands unlike some other people.