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It seems as if complaints don't matter irregardless of the grey area. Usually they acknowledge more often than this and by now we would have an emergency maintenance going on over night or some plan disclosed to address the issue. Their silence is noticed and it will hurt them.
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We know what's going on. Stormblood instance servers are completely offline and have been for about 40 hours. I wouldn't expect a fix any time soon. I think it will take, at minimum, weeks before anyone will be able to play.