That's baloney excuse from a programmer or person who doesn't know how to test, who only has looked into he problem you only see the surface.
I'm computer programmer 30years doing this I can spot bad programming and bugs immediately.
I just two more pieces on 119 2 champ relics and lost 2 more full sets on 117.
you have some bug overlaying deleting armor. it removes the armor and replaces it with lower grade or none when its apprentice. its like a bug happens on screen an error code popped up or your arena awards or other awards like after sailing are freezing the screen.
you have to refresh. sometime later on then when you refresh the screen your armor is gone because of a bug. SOMETIMES YOU ACTUALLY HAVE ERROR MESSAGES POP UP.
FIX THE PROBLEM...I SPENT MONEY for 1000 gems I keep getting back standard message from your Billing support ...thanks for notifying us on bug but...no refund on gems is mentioned. Your
team even acknowledge that there has been a bug for sometime.