I received the same "your case has been closed" email and asked me to rate my experience.  A "joke" was not an option.

This feature was working fine for me for years and then about two weeks ago it quit working.  Seems to me something had to have been changed in a recent update. I'm no programmer, but I would suggest working backwards through the updates to see what might have caused the problem?  In any event, it sucks I can't use the Word templates with QB anymore.