I hate to be that guy, who brings up WoW again, but Blizzard GMs generally responded to tickets within hours. For things like "holy crap my party is stuck on the wrong side of a grate" it was more like 20 min.

As much as I enjoy XIV itself, its customer care, in-game and out, is atrocious and indefensible. My sister's account was hacked two weeks ago and she's still waiting on a resolution. IF they reinstate it she's then looking at (judging from anecdotal evidence) two more weeks to a month to get her items/gil returned. This whole process would have taken Blizzard under 24 hours and would have been handled simultaneously; not broken up into two separate cases to be ignored for weeks. The best part? If she gets her account back, she can't really play during the weeks she waits for a rollback or she'll lose that progress. And she has to pay for all of this time she's unable to play.