Response from Support regarding the audio stutter

[Nommers]

Hi folks, I posted this in the ongoing thread but thought a new thread might boost visibility. I've sent a few emails to Support asking for a refund for the three remaining months on my sub considering the game is currently unplayable for me. After some back and forth, I received this (most interesting points in bold):

We do apologize for the inconvenience you have been experiencing. With regards to the current audio issue, as your report provided has indicated that you have exhausted our current available troubleshooting suggestions as well as other suggestions provided by other players on the forums and none of the suggestions have provided a fix for the issue at this time, we are unable to provide any other suggestions at this time. We would like to confirm that it is still a known issue and is still being investigated further by the appropriate teams. Unfortunately, we do not have an ETA on when a definite fix will be made but it is being worked on.

With regards to the refund request: We are unable to refund subscription fees under any circumstances. Once the subscription charge has processed, we are unable to reverse it, as stated in the User Agreement (http://support.na.square-enix.com/rule.php?id=5382&la=1).

If you do not wish to be billed again in the future, we recommend canceling the subscription ahead of the billing date. To cancel the subscription, log into the Mog Station (sqex.to/Msp) and choose “Your Account”. Once there, scroll to the bottom of the page to find the button to cancel the subscription. Please note that after canceling the subscription, you will still be able to play the remaining game time on the account.

I'm taken aback at how quickly they changed their tune here given the general tone of "it's your hardware" most people seem to have been getting over the last month. I'm hoping the return of the EN Community Team from their holiday break has helped raise awareness inside Squeenix of the severity of the issue.

Until we receive more communication, do NOT let up. We still need to see official acknowledgment on the Lodestone, and personally I really think the ideal solution until they can fix it is an option to roll back to 5.55's audio engine. Keep submitting bug reports, posting on the Japanese forums, tweet, post on reddit, whatever you feel you can do to raise awareness and demand a fix.

Please see this thread for some simple things you can do to help get Square's attention: https://forum.square-enix.com/ffxiv/...answer-from-SE

And read this post and the links contained within to understand the cause of the issue: https://forum.square-enix.com/ffxiv/...70#post5788370