Item Replacement Coming Up on 3 Weeks...

I originally opened a ticket on 2/23/2022 regarding an item replacement for something that will be unobtainable for the foreseeable future. After some back and forth for an about a day, I passed them all of the required information and waited for a response.

Following up after one week, I replied to the response on 3/2/2022, and asked for an update. No info was given past, "we are working on it!" I continued waiting again another week.

I then contacted again on 3/7/2022 asking if I could provide any supplemental information or if I was able to get a ballpark for when I would be receiving my item replacement as part of my gameplay revolves around receiving and having this item. No more information was given.

I have tried contacting the in-game support via the support desk, but no information is given each time aside from "we are working on it and will let you know!"

I just want to know what is taking so long for a request that should be a 10 minute process at most to verify the information that I already provided to them weeks ago. Either that, or I would like to know when (about) I should be receiving the item, as I am basing my schedule around having this item. However, the support desk in game is not helpful on the matter whatsoever. All I receive are pre-written responses regarding my issue, and no one can tell me when I should expect to have my issue resolved by. Again, I don't understand due to the fact that I do very similar work for my job, and I can at least give a ballpark for the amount of time it will take based on the daily resolution rate of tickets, or can give a definite number for how many tickets precede the ticket in question.

I just want some sort of transparency regarding the process or at the very least a non pre-written response regarding the matter; as this is the only thing I receive from /supportdesk in game.

Greetings fellow Eorzean,

We understand the frustration this matter may cause. Unfortunately, we are unable to directly assist with any in-game item restoration concerns for Final Fantasy XIV as this must be handled by the SQUARE ENIX Support Center. Please reply back to the original ticket you responded to pertaining to the issue via e-mail as they should be able to further assist you.

Due to the nature of the issue, this thread will be moved to ‘Separate Support Required’.

Thank you for visiting the Final Fantasy XIV Technical Support Forums.