Customer Service is TERRIBLE

[Vexander]

Your subscription entitles you to play the game at your leisure, but does not entitle you to instantaneous gratification. If there is a bug, Square is free to look into it and take the time needed to understand the whole situation. Most other companies would sooner toss you a free Fantasia than look into it, but what about if the issue happens again? Square ties to focus on what happened to cause the issue before taking action. I would say its a difference in culture. A company like Blizzard would just toss you a freebie and probably do so if it happened again. A company like Square wants to improve your experience by making sure it never happens again, and so needs to collect data to see exactly what happened.

For this and other reasons I've personally found Square to be a more professional company. Its patches tend to have fewer bugs than Blizzard's do. I don't think Blizzard has launched a single patch all of Legion that didn't have some kind of major bug that interfered in gameplay. Sadly SE had a terrible time with Stormblood's launch due largely to DDOS attacks, but discounting them, the game was fairly smooth.

[Dustytome]

A company like Square wants to improve your experience by making sure it never happens again, and so needs to collect data to see exactly what happened.

The correct response would be to give the user the fantasia and then deal with the data and such that likely doesn't involve interacting further with the user. You retain a paying customer, good word-of-mouth about support/the game and still have the opportunity to fix the issue. Just because other companies may placate the customer, it does not mean they're not also looking into the problem. They're not exclusive.