The only way to get Mesanna to do anything is to have a majority of your shard involved. All the players paging and emailing the same thing as Luc did is what got Mesanna's attention, and few of us grumbling won't do anything.
Had the same issue with an EM a while back, he was a turd. Came on shard, told our largest guild they would have to change their meeting night for his weekly story events. Was doing a wedding for a couple , re-arranged their layout to suit himself, and then, knowing we all had on custom made clothing, at the end of it spawned some stronger than normal demons...yeah mages were useless without LRC armor on, etc etc. And there's lots more, but I aint gonna write a novel unless yall are paying
We raised hell, everyone did. And then one night she called everyone to the hall, and asked about it. Basically we told her we were done with events and wouldn't support that EM ever, under any circumstances. He was replaced with a GREAT EM, and we never heard of him again.
But one or two players hollering for help, will definitely be ignored. Need 2/3 or so of the whole shard protesting and emailing to even get her to look at it