Do Shadow Vault quests reset on Fac-Change?

The GM's must be extremely over worked right now. Not only did it take them 4 days to get to my ticket, but the response I received was "Hey there ßelatu" and not "Hey there <my character>" (I even put my character name in the ticket). ßelatu isn't even in my battlegroup!

On top of all that, they couldn't fix my problem (shadow vault quests reset on faction change). The GM said "During a faction change, all progress with the argent tournament and the shadow vault are reset and will have to be completed a second time."

The issue here is, I'm talking with someone who faction changed a while ago, and he is telling me his shadow vault quests didn't reset (he never did the argent tournament, so I don't know there).

This is the first time I have been unhappy with Blizzard support. It seemed like this GM just didn't know what they were doing (or was VERY tired). Can I get a clarification on this?