Quote Originally Posted by Theodric View Post
Very little will likely happen, unfortunately.

MMO's are lagging behind when it comes to customer care and public relations. Last month I ordered some items from a luxury supermarket so I could host a dinner party. A couple of the items were not in stock and the terms of service stated that they would be replaced with something equivalent to their value and as similar as possible to the original product. When I went to the store to pick up my order they had replaced things sufficiently, yet they apologised and also threw in a free bottle of wine and a box of chocolates as compensation. They didn't need to do it, yet it was a pleasant gesture.

As far as FFXIV is concerned...service has been interrupted for a great many players. Plans have been disrupted. Progress has been lost. Compensation isn't owed due to the wording of the terms of service but it would be a lovely gesture for an in-game item to be sent to every player as a little 'thank you' for sticking with the game even during turbulent times. It'd do wonders for PR if nothing else.
I used to work for a telecoms company in the complaints department. There'd often be credits to accounts under the "Gesture of Good Will" policy - in short, the company would cough up some cash when the complaint was valid, even if the company was not be directly reponsible, in addition to our written or spoken apologies for inconvenience. For example, they provided an internet service, rented from a larger provider. When said larger provider's servers fell down and couldn't get up, the customers of the company I worked for had no service either. We reimbursed them for the inconvenience. The company was truly pants, but this was one area they always got right. Customer retention is chief for all the obvious reasons.