You need to think of tech support like this, they have a very long word document of responses, that certain buzzwords trigger, exceptions include things like refunds. When you said “Gameguard is MIA” (summarized), they don’t have an answer to give you that has been approved by the management. So they have to ask you to send information regarding it (see SS’) so they can present it to staff to create a demand for said change.
When your question isn’t being answered directly, it’s not that they are not reading it, they just don’t currently have a response to give you. So follow the instructions as they give them (IE take a picture of no gamegard in task manager). Something like this will require an announcement if enough people actually reflect this information.
Actually, Gameguard really is gone, at least for me. When launching the game the process is not usually hidden so you can see if it’s running or not in task manager. To verify if it was actually gone or not I deleted my BnS GameGuard folder and not only does the game launch without Blade & Soul Gold being there (it doesn’t trigger file check as it would in virtually every other game with GG either), the game actually launches even faster without the folder somehow.
If they don’t have information to give me then they could at least make the effort to tell me that they don’t have information to give me and that they would like me to provide them with information on the situation. Simply responding to me in a way that makes me uncertain if my questions are actually being read does not make me eager to comply with their request since it makes me feel like I’m giving them personal information for no real reason.