I need Customer service Now

[SolArisa]

I'm just glad I've never worked in customer service. it would have shortened my life by a couple of decades.

Only if you are actually delivering a service to the customers.

You know, I totally agree with you that the original post in this thread is ridiculous. I am 100% with you on that.
But nevertheless, Square Enix does expect us, their customers, to pay a premium fee. So it is justified to expect a premium customer service in return, especially since the game is not in a finished state yet (even the fact that this problem exists and the procedure for changing your appearance requires some kind of worrkaround on the customer's side is a good example for this...). And it does not matter if customer service in Japan is generally bad because the companies have a "eat or die" mentality there; since Square Enix does not hesitate to sell their product on location in countries like the U.S., Gerrmany, France, or even Switzerland, they should really work on rethinking their customer care strategies and deliver a service which matches the average level in the countries they target. Not doing so would be a case for a risk assessment - but well, history shows pretty well that SE is not very good in assessing risks before it's too late.