When I see these accusations of customer support being useless, I wonder how the initial report looked. Social issues to technical, if you word your report in full detail in a business like manner, it only makes the GMs job easier.

Literally the 1 and only time I've known of a mass issue with actually SE (since people toss Square Enix like it's only XIV) was with Drakengard 3 pre-orders and third party shipment which was known to be faulty.