Very Disappointed by In-Game GM service

[Emstidor]

I'm not even certain if this is the right subforum for this (Even though I tried to ask a GM for the proper location and did not receive an answer), so feel free to move this wherever it may be appropriate.

On August 24th, I mistakenly melded a piece of grade IV gathering materia to a crafting accessory that was sitting in my inventory instead of the gathering accessory that it was meant to go to. I was advised to file a support ticket by my free company, since once-per-service-account item restorations are advertised via the Support Desk, as evidenced by the following link:

http://support.eu.square-enix.com/fa...68222&ret=main

After reading the policy, I figured my "Gatherer's Grasp IV" materia qualified as "consumed", and since it was done incorrectly due to player error, it should fall under their service policy.

In my initial support ticket, I tried to be as thorough as possible, and gave a listing of all the ingredients I had used to synthesize the accessories, in case they decided to remove them from my inventory for the restoration. Unfortunately, I was informed by the GM team that because I had crafted the items and gotten a new product as a result, none of the materials I had used qualified for restoration, which I now understand and agree with.

When I replied asking if I could simply have the Grade IV materia restored (Since in retrospect that was the real crux of my issue) rather than the entire item, I received a template response quoting the help page above but providing no new information.

Because my question was not answered, I sent a third reply asking for more information, particularly if my item qualified for restoration or not. Instead of an answer, I received a copy/paste response thanking me for submitting feedback, again providing no new information.

Thinking this might be an issue with contacting the support desk in-game, I sent an e-mail support request through https://support.eu.square-enix.com/c...p?id=5382&la=1, but once again the response I received was a template that did nothing but tell me that the services I requested fell "outside of the scope of GM services".

At this point, it has been almost two days after the event and I am no closer to receiving an answer to my question. Furthermore, the pattern of template responses that I have been receiving (which share about 99% of the same text with each response) leads me to question whether anyone has even bothered to actually look into my issue, or if I have just been getting stonewalled. At this point, the most upsetting part of this experience isn't even losing the item, but rather the lack of any meaningful effort on the part of the GM team to provide a suitable (i.e. non-template) answer to my support ticket.

Each response I've gotten has had the exact same paragraph about submitting feedback on the official forums, but provides no further information as to where that feedback should go other than a link to the main forums page. I've been a subscriber to this game since 1.0, but this complete lack of communication on part of your support staff has been by far the most negative experience I've encountered associated with SE or its products.

[Emstidor]

An entire week passed and despite my reaching out on multiple channels for assistance, my item is now out of the one-week window for restoration.

Users should take precaution if this is the kind of customer service they can expect when they need help. My current subscription is valid for another few months, but experiences like this make me seriously reconsider whether I want to keep paying for this game.