Mislooted a 26th Eternal Ember

Our warlock got his 25th Ember and then was accidentally master looted a 26th. Both the ML and the Warlock opened tickets saying that it was not supposed to go to him. The response from GMs was that they cannot under any circumstance fix this situation due to "the developers just decided to create a blanket policy regarding the components". He then told me to post here to let the developers know my thoughts so here they are:

I worked in a managerial position at a major electronics retailer for 5 years. We had a set return policy outlined all over the store and on the back of every receipt. So obviously we followed that policy to the letter for every situation that ever came up, right? Of course not - we used common sense to make exceptions to the policy all the time. So why is our Warlock stuck with a 26th Ember rotting in his bag? Are we trying to scam him out of making a 2nd legendary? To have a blanket policy that you're never allowed to change is a pretty poor business model - the world isn't black and white and your policy shouldn't be either.

Our warlock got his 25th Ember and then was accidentally master looted a 26th. Both the ML and the Warlock opened tickets saying that it was not supposed to go to him. The response from GMs was that they cannot under any circumstance fix this situation due to "the developers just decided to create a blanket policy regarding the components". He then told me to post here to let the developers know my thoughts so here they are:

I worked in a managerial position at a major electronics retailer for 5 years. We had a set return policy outlined all over the store and on the back of every receipt. So obviously we followed that policy to the letter for every situation that ever came up, right? Of course not - we used common sense to make exceptions to the policy all the time. So why is our Warlock stuck with a 26th Ember rotting in his bag? Are we trying to scam him out of making a 2nd legendary? To have a blanket policy that you're never allowed to change is a pretty poor business model - the world isn't black and white and your policy shouldn't be either.