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

[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.