A friend of mine purchased two copies of the Final Fantasy XIV A Realm Reborn physical collector's edition and gave one to me for my birthday. We both were 1.0 players and we both registered for early access using the codes he received in his email. After the game officially launched, he received the bonus ingame items(courel mount, helm of light, and behemoth pet) but I did not. Today I received a reply for a support ticket I had opened that stated:

"If you played FFXIV version 1.0, you cannot use a registration code attached to a Windows version FINAL FANTASY XIV: A Realm Reborn Collector's Edition package. Instead, you simply need to purchase the Collector's Edition digital upgrade."

I know this is untrue because my friend, whom I know in real life and played 1.0 with, was able to get his despite using his 1.0 account. Will I ever be able to get my items or is this a lost cause?