Expectations of paying customers

[SolArisa]

Open letter to Square Enix

Hello,

being a paying customer now brings one major change for us. We are no longer rewarded by being allowed to play for free in exchange for helping Square Enix to make this game successful and their investors happy.

Instead, we are now paying for a good service. And we expect Square Enix in general, and Yoshi-P in particular, to deliver a certain minimum here. Most important issues:

- Square Enix has the nerve to sell the game in many countries, but offers the customers there no way of paying the service fees, because neither Crysta nor C&B supports their home country, thus locking them out. Example: Israel. Square Enix had 22 months until now to address and fix the basic billing issues, but now improvements were being made. Instead, the SE support starts massive finger pointing to Click&Buy. Dear SE, we are your customers, not those of C&B. YOU are our single point of contact. We expect YOU to fix this, nobody else.

If this problem persists in a week, we may feel no other choice than to escalate this outside of those forums to the SE customer complaint department and top level management. You should be aware that selling a product like FF XIV and not offering the service after you accepted the underlying contract by doing this, violates competitive law in most countries and I am sure that /poking a top level manager to this issue would help resolving the problem a lot faster. So I highly suggest that this escalation should be performed by the regular customer support within company limits as soon as possible.


- Until now, we were used to spending hour after hour being bored in the game, because of the lack of new content and the existing content of the latest patch not having much longevity. Patch 1.20 is the best example - only one relevant content for level 50 (King Moogle) being added, old existing content like the raids, NM tiers, or strongholds not being expanded in any way, still no level caps for low-level content to make this content enjoyable or whatever, and the new content being made even easier with patch 1.20a and obsolete after another week.
If you do not have the resources for generating new content before old one is being obsoleted, then make the new content last longer. Sorry, but this is YOUR problem now, and not ours anymore. Our expectation as paying customers is now that we're not having to pay to be bored. Yoshi-P, with all due respect, we expect you to keep us busy day for day starting with the next patch. Perhaps it would help if you ask your co-workers who know FF XI a lot instead just eyeing to games you know yourself as a player; I recommend asking them about things like "Dynamis", "Nyzul Isle", "MMM", "Einherjar" or "Limbus" before they got destroyed by the Abyssea expansion.

- We expect a good customer service from now on. When we have a problem, we expect being helped. The usual sentences from first level support like "This is not our problem" is no longer accepted, because we pay you to enable us to play. Perhaps this 1st level support attitude works in Japan, but surely not where I live.

Long story short: We pay you for keeping us happy, day by day. Now start working on designing and implementing this, please. And please stop feeding us with promises how cool and nice FF XIV may be in a year - we already heard this 2 years ago, and we do not want you to repeat this.

Thank you,

Sol, on behalf of our linkshell