They *are* trying though. I've never even sent a ticket, only posted here on the forums and a GM has logged into my toon several times so far. It isn't that they aren't trying. I think the issue is the bug isn't happening to everyone - so it's hard to track what's causing it(could be more then 1 'trigger' even).
To clarify, now that US realms have restarted this morning, going forward players who complete the quest chain now should receive Choluna or Thisalee Crow as a quest reward as intended. If you completed the quest today (Thursday 1/22) and didn't receive the follower, please let me know, as that may be an indication something with our fix didn't work correctly.
Players who completed the quest before this morning's restarts (most of the people in this thread, for example) need a separate, retroactive fix to get the follower sent to you. This requires some work and additional testing, and is tentatively scheduled for next week.