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And Jhanaka. We do not mean to be rude in anyway as far as the criticism towards the support given. Most everyone who experienced this problem were longtime members, most being from beta. We do not expect special treatment, but we also don't want our support to just run through the tickets pasteing a automated response to a real problem. That doesn't mean we want a GM to log on, and go to every person who is stuck in a rock, or under the map, and teleport them away from the spot, because the fact of the matter is, that would be impossible, and one of the reasons for the implementation of the return button. That also goes for the other automated response of going online and getting support from the Square Enix Website. But there are certain situations, we think, especially pertaining to timed dungeons in which there isn't enough time to go online and fill everything out, that require more then the automated response "if you are stuck just return" because I'm sure there is enough frustration with other things about the dungeons, and we'd really not want anymore. I guess it really makes us feel that the truly passionate players, the ones who get on everyday to put their time in in order to do these really quick runs, runs that most people wish they could get through, feel very unimportant.
I'd like to say, from everyone here at Distant Worlds, we truly thank you for being on and working hard as support. You guys and gals are very important to the server and the players, and we'd like you to know that.
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Hello Daku_Naito,
Thank you for the additional information, and for the kind feedback! I certainly know how you feel, and I have no doubt the situation you've experienced was frustrating. I noticed SGM Jhanaka explained why these messages are sometimes sent, but I'll go ahead and review which message(s) you received to ensure the proper policies and procedures are being followed.
I apologize for any miscommunication, and greatly appreciate your feedback. We are always looking for ways to improve our customer service. SGM Jhanaka left a link on how to submit feedback as well in her post, which we hope you do not hesistate to use when submitting comments, complaints, or suggestions. Thank you again for your patience and understanding.
I'll go ahead and submit your information for further testing. Any changes, news or updates regarding this matter will either be made directly to this post, or on the Lodestone site at http://lodestone.finalfantasyxiv.com/pl/index.html and official FFXIV forums. Thank you again!
SQUARE ENIX MODERATOR