Very kind, but not good enough.

[Naryaegis]

I appreciate how calm, and polite customer service has been, but it has not been good enough.

I purchased Heavensward Ward Knight armor on one of my characters, but realized I truly wished to tweak their appearance, more. We'll call this character Bob, for sake of ease.

So I deleted Bob. Done. I remade Bob, with the same name, and then I tried to buy Ward Knight and the Tales of Adventure MSQ skip for Bob so I could play with my friends. But the items never came.

I waited a couple of hours, then submitted a ticket, only to later get an automated response to my account about the items, but not my ticket; essentially, the Mog Station sent the items to deleted Bob (who now, should he exist somewhere, has two Ward Knight armors).

I tried to send an update to this notice, only to find out that my ticket was given a response, leaving me with two responses and options.

[Naryaegis]

1. Delete the new character, and restore the old one. Buy a Fantasia to fix the appearance, and play with the old character with an extra set of Ward Armor ($18 wasted.)
2. They could transfer my MSQ boost, but sorry, they can't help (for some unexplained reason) with the Ward Knight armor. So, spend another $8 if I want to buy it (a third time).

Either way, in both options, my account would be suspended for up to four hours, if not longer. If so, I should call them- with no phone number, provided.

I get that they are busy, and everyone is truly nice and polite in their replies, but neither of these options make me feel safe, or happy, with the company my friends had been raving about.

[Naryaegis]

I made three tickets, and two phone calls. Despite customer service stating a GM could just fix the issue, despite a GM stating I needed to restore a deleted character, and then 'they might be able to help' with no other explanation or details, despite the different messages and services and offers, in the end, no Square Enix employee was able, or willing, to assist.

The only reason I did not cancel my account is, when he heard of my issues, a kind Free Company mate gifted me a set of armor. A set of armor Square Enix, and the Mog Station, sent to the wrong, deleted character. Despite how kind the 'cannot/will not' assist messages have been, no one with Square fixed my issue. A customer did, to be kind.

Congratulations, Squeenix. Your customer's service is better than your customer service.