Poor Customer Service

[SalemP]

There are 12 Lala lv50 Archers that constantly pop in and out of duties in groups of 3 around the atheryte in Gridania on Ultros. They've been doing this for a couple weeks now, and it seems to start around 1am EST and go to like 11am EST from what I've observed. I've reported them a few days ago but they're still doing it. It's like clockwork every night.

When I reported someone for name-calling a while back I got a response immediately. IMMEDIATELY. I get they're probably busy now, but still. I don't even expect to hear back from them tbh. But I would like to stop seeing those lalas every night.

[Alukah]

Greetings, Alukah!

While Rhal's quote is definitely helpful, I would highly recommend the actual FINAL FANTASY® XIV Forum Guidelines for better rule details, instead of vaguer descriptions of violations. Any forum account action is accompanied by an e-mail to the e-mail associated with the account that describes the violation, which is sent to inform the customer of what happened. Sometimes these e-mails may be caught in a Spam filter, so that may be worth checking.

Thank you for your response!

Should you wish to inquire about a forum account action, I would recommend an in game GM call. I recommend the in game GM call, since forum moderation is handled by the GM team, and this would put you in contact with agents who are more likely to understand the actions that were issued. It allows allows a private discussion on a character verified to be on the account, which gives us the ability to discuss the account action with you. Contacting us from another account or through a means that we cannot link to the account may mean that we are not able to discuss the account action in detail, since ownership cannot be verified. Posting in the forum will not yield information, since we do not discuss the status of accounts publicly, due to our privacy policy.

I had no idea the in-game GM team is also in charge of the forums, no wonder why the people at email service never have any idea of what's going on, it would be good if people who send email tickets are redirected to the in-game report system instead of getting a generic response. Not sure if I'll contact them to talk about previous issues (assuming infraction points cannot be removed) but I'll surely talk to them if the situation arises again.

Finally, in terms of absentee play reports, we do investigate those reports that we receive, and make sure to escalate any reports to the Special Task Force, especially when a GM investigation may be determined to be inconclusive.

I hope this helped answer some of your questions!

LGM Enkrateia

I'm glad to read your team is working diligently, though on the customers side this issue remains unsolved, our reports are falling on blind eyes once they are escalated to the STF and we still have yet to receive any Community Rep. response in that other thread I linked, despite it being a GM recommendation to start that thread.

I don't know if they lack manpower or time to review all bot cases in all servers, but nothing is getting done and that's something to worry about, many of us got to the point of no longer reporting any illegal activity to save our time.