Unlocking Heavensward content to ARR players who preorder Shadowbringers seems a fair concession considering you've paid for Shadowbringers, but not for the current expansion, Stormblood. To me, that seems a fair concession that Square could make if they chose. However, not liking the answer doesn't mean you're entitled to escalate the issue (I used to work in customer service, and really would hate that people would demand someone higher up just because they didn't like the answer the company had to give)

Including the previous two expansions, to me, feels like a favor on the part of Square making it so you don't have to pay for every expansion seperately, and instead just want you to pay for the base game, and then for the current expansion. Seems to me you have two choices, wait until the product you actually paid for launches, or pay for the current content to keep playing. What you're asking for is to be given something you ordered before the date it was promised to be delivered, and then getting upset that you didn't get it on your schedule as opposed to the promised delivery date.