I assume this is a photo of a communication with Help and Support. It is unfortunate you were inadvertently mislead. There are many threads which elaborate on Help and Support delays and consistency issues.
[Note: I do not intend to detract from support personnel. They are hard working individuals attempting to respond to an unending stream of support tickets.]
Early adopters were very fortunate. There used to be a few extremely knowledgeable users willing to provide accurate responses to such queries. Loremaster (retsamerol) was a prime example. He posted useful and elaborate guides to many WoW features. Unfortunately many of these players left during the February/March exodus.
This being said, I still find it more useful to ask such questions here as users can often provide more reliable responses in a much shorter time frame. Additionally, if the mods choose, they can comment to clarify any inaccuracies. This also has the benefit of reducing the strain being applied to support staff, which may increase response time and accuracy.