Quote Originally Posted by Marishi-Ten View Post
I'm not adamant, I just know the CS process. Say you're the CS rep. You are getting literally HUNDREDS of cases a day about the same issue. It's going to irritate you and you will soon become despondent over so many people demanding answers you can't give. You also deal with so many that you become apathetic to the problem (this is called "burning out" in the industry). So you cope by sending out blanket emails. You're meeting your metrics while keep the queue low. This is win-win till QA catches this and 0's out your scorecard for providing inaccurate information, but is viable for a time.

It's not lying. It's telling people what they want to hear so they stop contacting them. I don't blame them honestly. The CS team is probably deadlocked all day long with no support and no hiring on the horizon. I bet only their directors and upper management have access to the Japan offices directly. The CS team won't so they literally can't provide any information and the information they do get is outdated. The company is also keeping them in the dark as they don't trust them to keep internal information internal. There is a reason why the CS department in any company is the last to know. If I was in the Square CS department, you bet I'd churn and burn requests all day long just to stay above water.

Sending an automated message stating "yep it's us our bad" is easier, faster, and more efficient that addressing your issue directly.

I've pointed this out before, but notice that the email isn't signed "John, CS Team, Square Enix NA". A person didn't write that email. It's a canned response. It means little to nothing. Now, if you have a CS rep email you without the standard CS templates and giving you his/her name, we can talk as that's a completely different story.
A lie is a lie, and when dealing with technical issues there are no shades of gray about it. You are simply refusing to see the (admitted by SE) fact that they have over congested servers which is causing those hundreds of support tickets to be sent each day. Considering I'm the only person who has posted that email, where do you get off thinking such a bold claim is a canned response?