Regarding Players that have been hacked/suspended.

[Tijio]

Hello, I am just wondering if we can get some sort of insight on when and if our friends that have been hacked/suspended are going to be able to play with us once more. I have a few friends that have been banned for a month or so now. This is honestly an outrage. I can only imagine how many folks in this situation just cut their losses and walked away from the game entirely. So please, at least for their sake, acknowledge the situation and inform us of the current status of this. No one like to feel swept under the rug! Ty^^

[JayvirDeforte]

One of my officers in my Free Company has been suspended for a month now and just gave up, despite having JUST paid for six months game time. It's ridiculous how slow SE is to respond to this stuff. I understand crap happens and people get hacked but to be suspended for this long for doing nothing wrong is ridiculous. There is less than a 24 hour turnaround at times for Blizzard. Why not here?

[Hobo]

There is less than a 24 hour turnaround at times for Blizzard. Why not here?

Did you seriously just toss this one out here as a legit question? Really? You need an answer to this? Fine.

Blizzard has had 7+ years to fine tune their customer service. Their subscription base is fairly regular compared to the rest of the industry so they are able to properly forecast and hire/train enough customer support techs.

Since FF14 1.0 blew up in SE's face they had extremely conservative estimates for the launch of FF14 2.0.

What happens when you forecast for 100,000 customers and 500,000 show up? You're completely understaffed. SE CS will be in shambles till an equilibrium is met. Either the player base dwindles down to a level where SE can provide antiquate support or SE hires enough staff to cope with the large influx of CS related issues (or a combination of both)

So basically be prepared to deal with long wait times and/or crap service when dealing with SE CS for the next few months.

[Lexxuk]

From what I gather from the recent video, XIV has no dedicated GM's, they are shared with DQX (and who knows, maybe XI) so they will have a pretty heavy workload having to deal with at least 2 games (possibly 3). Yes, your sub fee which should pay for GM's for this game is being spent on GM's for a game that isn't even out outside of Japan.

[Tijio]

The simple fact is, SE has been around for quite some time. More than 10 years just on FFXI. So the excuse of not having a valid customer support team and not being prepared for this kind of situation is, sorry to say, ignorant. This being beside the point. My point is we players that are still playing, and the players than are going through this, still need to be informed from time to time. That is all. Some reassurance that they have not been forgotten. I can understand a few weeks, granted being a once failed now overhauled game, of wait time for your account back. But Month(s) of not knowing when or if you are getting it back. And without a hint of it being looked into? Sure you can call customer support, but all they have told my friends is "It should be back on the 11th" "It should be back in 2 weeks" "It could take up to a month to get it back" All we ask for is information of progress. Some beacon of light/hope in this matter.