I think it is important for us to Contact Support with MA/EU anytime we have a problem arise because the actual company is not aware of everything that is going on, just like resolving bugs in the game or servers, resolving discrepancies within the company itself is a common thing in the world and the actual company can be left in the Dark on issues even when it is individual persons who claim to relay that information because even they do not have access to everything.
So, as a community, and as a playerbase it is part of role to speak out so that others know that their voice is not only necessary, but wanted by the MindArk Company.
So, don't assume just because one person tells you your voice is uncalled for, that that is anywhere near a legally recognizable statement. As I mentioned, they don't know most things unless you tell them, especially if it is something going wrong.