Ugh. Here I am complaining. But really, I hate it when customer support works like this:
"I found an issue in your software. It doesn’t work as expected. It deleted my data when it shouldn’t. I've looked in the place where the data should be. It's not there, and I can't find it anywhere else!”
“Please look in the place where the data should be? If it's not there you can restore it by doing this: <instructions>”.
Totally missing the point and ignoring information I've already given.