What Square-Enix needs to fix before anything else...

[ZakarnRosewood]

Now, to me that all depends on what your issue is. Is it really something that needs to go to customer service? Is it something that is a known issue and they are addressing? Also keep in mind that you are contacting SE customer service not Final Fantasy XIV: A Realm Reborn customer service. You might get that department of SE service center but thats not the same as the MMO having its own self sustaining, self regulated, and solely focused customer support team.

Does this excuse the customer service? No. but I hope it puts things a bit more into perspective. Should a game on such a massive scale have its own self sustaining, self regulated, and solely focused customer support team? I think it should. This should come in time once they recuperate some of the debt this company has incurred over the last 3 years. Remember that they have been running this game at a deficit for the last 3 years with negligible amounts of money coming in. They have worked through the worst natural disaster and nuclear disaster in decades, they have recovered from "the worst MMO launch in history" and they also have continually put up with customer abuse.

Just some perspective...

I havent even got into the communication, which I feel is pretty damn good, all things considered.