Queue time problem not our problem, Square Enix fix

[RyuDragnier]

I work in a pharmaceutical and if for some reason a patient's medicine gets delayed we explain to them the problem, tell them what we plan to do to get their medicine, give them an estimated time for resolution, and inform them immediately once we get their medicine. If any of these points is not in agreement with the patient (either because he can't wait for his medicine and wants to try getting it somewhere else or because he lost trust in us) they have the option to request a reimbursement at any time of the process.

Of course, the rare ocassions an instance such as this happens we have the resolution by next day at worst: either we get the medicine from another provider/transfer it from another store or we inform them that we have not been able to proccur the medicine and reimburse him his money so he can try elsewhere and we don't waste his time.

So yeah, it's common practice not to waste your customer's money/time. Maybe it's different in Japan where SE is from, but if they expect to publish a service for western audiences they need to adapt to our practices and respect people's time/money.

Pharmaceutical does not equal tech. In tech you give a possible ETA, working with code takes longer than you may think, especially something this big. Because it can be any number of hardware issues or a single character error in millions of lines of code. Just checking a hundred lines of code for an error can take you over 3 hours alone, and depending on how big the hardware is, that too can take a long time to check individual parts. Do not equate your pharmaceutical job with a job that requires constant trial and error over days or weeks.