Ticket Issue

My wife (Starsapphire) and I (Urang) both have had a ticket open for over 24 hours for an issue with the quest The Purification of Quel'Delar. The ticket info keeps switching between "We have a lot of tickets" to "It'll happen soon!".
We have been pugging groups to get the quest done for nearly a week and when we FINALLY enter the sunwell, not in a group, or a raid, we put the sword in the sunwell, it shows up, then when we click on it, it does nothing. Nothing in our bags. No purified blade to finally get our upgrades. This is several thousand gold each and lots of in game time spent and we can't get a simple response or solution. Now we don't have the item in our bags, an uncompleted quest we can't do without it, and have lost a lot of the minimal time spent that we have to play. I have left my computer logged in and stayed near it for most of this time JUST to ensure I don't get a response while I'm offline, like I did on my last ticket that wasn't helped and the GM just asked me the same question 4 times. I'd think Warmane would take care of it's members better, especially paying members.
Please help us.