Eve is not unique in this amoung the MMO's but the customer service provided by the GM's is horrible.
I don't know what, if any, guide they follow but it's extremely inconsistant and biased.
How so? Are you referring to the t20 incident or something personal?
I'm unfamiliar with the t20 incident, my opinion is based off personal experience.
Briefly I was in a rookie system and a pirate guild flipped my can. No biggie, I kind of expected that at some point. However, they continued to do so over and over. I assume in an atempt to bait me. As I understand the rules this sort of thing is considered griefing in a rookie system so I reported them. The GM response was simply "This is part of EVE online." I explained to them that I understood this but since this was a rookie system it was a clear violation...they disagreed so I cancelled my sub.
Plenty of other games out there.