Square Enix’s support system is broken and needs fixed.

[Rekun]

I’m making this post because I’d like to express my grievances regarding the Square Enix support team and the process for appealing account infractions. The TLDR version is that the system for appealing marks and suspensions/banning works heavily against the person trying to defend themselves. First, by not disclosing any information or context of the infraction except for what specific portion of the TOS you broke, and secondly by only giving you the option to appeal the infraction once.

My history with FFXIV is long. I’ve spent 500$+ on merchandise alone and have stayed subbed to your game since around the launch of Heavensward. I originally started on Gilgamesh but moved to Balmung before the data center split and somewhere around the launch of Stormblood. I’ve sunk at least 7000 hours into this game and have nothing but good things to say about it. However, recently I’ve had two account actions taken against me, both I have no idea what I did though I can probably guess what the second one was.

A few days ago, I had said some things in shout chat that could be misconstrued as discrimination towards a demographic that only exists on the internet/in erotic fantasy. I believe the content of my words was taken out of context and misconstrued as me discriminating against the players that pretend to be this demographic. Without going into too much detail I’d like to clarify that the people pretending to be this demographic mostly hang out in the Quicksand and actively engages in actions that are against the TOS.

Even with this context in mind I don’t think I have a very good chance of having my appeal accepted and I’d like to make a case for why I think this. Awhile back and around the time Blue Mage came out I was mining in Northern Thanalan. This was when everyone was trying to get some spell out there. I joked around in shout chat saying I had killed the mob they were looking for and everyone was expectedly upset. This is just light teasing and I mentioned that I was only teasing later.

However, if someone had reported me, I would have probably got an infraction. I wholeheartedly believe that Square Enix Support would have taken the joke out of context and punished me for what I said. And worst of all, when the GM would pull me into Mordian Gaol I’d have zero knowledge or understanding of what I’d done wrong besides “Obstruction of Play.”

This is the sort of thing that makes the report procedure extremely easy to abuse. People can report anyone as long as they catch them saying something harmless that could be taken out of context and turned into malicious activity since there isn’t any way to know for sure what you did, you could possibly lose your account forever over a technicality.

[Rekun]

Which brings me to the point of the appeal system. The appeal system is just as broken, and you can probably already guess why. Without any context you can send an appeal hoping you have an idea of what you’re talking about. For the sake of continuity let’s make an example of the Northern Thanalan story.

Say I made an appeal with the knowledge that I had participated in obstruction of play. The best I can give is “I did not obstruct anyone’s enjoyment from the game.” However, the support team would take one more look at the chat log and say “Nope, you did.” And solidify the infraction forever. This is terribly broken and unfair. How can anyone defend themselves without any knowledge of what they did? You’d have to be a savant to remember something so insignificant.

So, without any prior knowledge of what you did wrong, what happens after your appeal is denied? Well, nothing. You can’t make any more appeals and there is no one you can call or talk to regarding getting your account recovered if you get banned unjustly and fail the appeal process.

I can’t think of any other game that does this. It’s incredibly unfair and an insult to your customer base. I don’t expect the players to understand. I mean, how could they? I’m sure I just look like another villain here, but I’ve been a loyal customer and a Square Enix fanatic for a very long time. Even before FFXIV. It’s incredibly insulting and hurtful to feel like I don’t matter. That my money isn’t worth anything.

I can only hope that my appeal hits what I was reported for and not something else entirely that I have no recollection of. My memory isn’t that great. But I digress, my final words are that I hope someone high up sees this and brings it to the attention of whoever can make changes within the support center.

It’d be nice to see a phone number we could call, more details into the nature of why we’re having account action taken against us, and the ability to appeal more than once. I’d hate to lose my account over another technicality.

[Rekun]

Closing thoughts.

I didn't make this post to justify my actions. I accept the suspension and have learned that the community isn't my friend. From here on out I'll not be participating in public channels. Community is a big part of why I stay but participating presents a risk I'm not willing to take. I've invested too much time and money to have my account terminated and all of the memories I've made be for nothing.

To those who think I deserved it, you're entitled to your opinion. I won't be checking this forum post because I expect people to jump on me for making what I view to be a valid criticism of a game I love. Just remember, that this could happen to you. Watch what you say in public channels because there are people out there waiting for you to make a slip up. There is something oddly satisfying about knowing that you 'got' someone.

To whoever else reads this, thanks for your time and may you ever walk in the light of the crystal.