Confusion? Now whose fault is that? You are personally laying blame with the customer, as a Community Manager?
Why do you think this customer did this? They did it because of how silent support has been in the forums and then you try to shame them when the customer seeks answers and they were poorly handled? The customer demonstrated logical failures in the responses received and you again lay blame with the customer?
What is your mission statement for the customer? Remember this is the group that gives the reason for why you and everyone else working on a product called Star Wars the old Republic are here, it is the ONLY reason why you are here.
Previously existing objects that directly affect player customization and choice over several years have been removed and it is being spin doctored as a "Feature".
Lastly, enough with the hey folks. We are not your friends, we are not your buddies, we are not interested in getting chummy with you, we are your customers, paying the bills is what keeps the lights on, not thumbs up buddy statements.