Ashen Ring

I bought a character off marketplace and the ashen ring was destroyed, I went to the ICC vendor to get a new ring and the vendor doesnt work.

I made a ticket in game and the GM said he couldn't do anything about it..

Yet I made a similar ticket from a previous character I bought and a GM fixed it.

This is rather frustrating since I waited over 24 hours for a response and the GM didn't even try.

I just recently got a character from the marketplace, and I'm having the same issues. I'm hoping this currently isn't the only solution because I don't want to have to wait 24 hours just to have a GM tell me "Oh sorry, can't help ya."