Smouldering Essences refund?

I was instructed to post in the Customer Support forum, and was then directed to post here instead. Hopefully this is the right place to put it.

Twice in our guild's history Alysrazor has fallen through the ground upon death and despawned, causing us to once to miss loot because a GM would not restore it, and the second time we got our loot but not our Legendary quest items (Smouldering Essences included) again. In addition, one of our guild members who was on the final part of the quest chain was hacked and when restored, none of his essences were restored either. In all cases we were informed that it was impossible to restore quest credit.

However, recently I've come across 3-4 individuals with near identical issues as us and they have either received a refund of their Smouldering Essences lost, or in one bizarre case one player (call them Player A) race changed and lost all of their essence credit, and was told it would not be refunded. However, upon completing the Legendary, a different player put in a ticket (call them Player B), and a GM/Specialist/what have you refunded Player A's essences to Player B, auto-completing the quest for Player B in lieu of Player A's missed essences.

The latter case is the most confusing to me, but the point is I don't find it just or fair in any way to refund some Smouldering Essences in some cases and none in most others, for identical or near identical reasons.

I'm not in any way ragging on game masters; their powers I understand limit them. All I am asking is that justice be done and allow us to be refunded our lost Smouldering Essences to our current quest holder.

Thank you,
`Mes