It's a business. Of course they have office hours. They said straight out that people are abusing the system by making an excessive number of requests (perhaps they are also getting multiple requests per player). Every one of these takes the staff's time away from legitimate support requests, which they were hired for. STS has to pay for every hour the support staff works, and de-leveling characters because people don't want to bother leveling a new toon is not technical support at all.
It also takes very little time and zero cost for a player to level a new character to the level of the new arcane weapons (as presumably that is the target of the huge increase in requests). If they can come out with kits, great, but this is a logical business decision, not "whining like little kids". (Also, insulting the company and their staff is not a good way to get what one wants, just sayin')
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