Hey Courtenay -
Sorry for that experience. This was a clear miss on our part. The reason you got that boilerplate response is that it’s the answer we normally give to folks in these instances. When I posted in the other thread about sending in your logs I failed to give enough context as to why those are important and what they would do for us to help you all out.
The reason we need those files is because it will help us understand the source of the issue and prevent it from happening in the future. At this moment in time we actually don’t have a way to award the badges retroactively, which is not a good user experience. We are, however, working on being able to award those in the future. The reason we cannot, in short, is due to a few legacy issues from the early days of Zwift.
So what does this mean for you right now? It means that we are still looking into the problem, and I can assure you it’s being addressed by the appropriate teams as I was personally responsible for shepherding that one through our process. It also means that I failed to let our teams in support know how to handle this case beyond tagging it with a ticket number, and they responded in the best way they thought to at the time.
I’m sorry the experience has been sub par - though some might use some different choice words to describe it - and I want you to know that I agree with you on it being a pretty underwhelming response following a bit of legwork on your end (riding and sending logs alike).
Thanks for your understanding and your patience.