Yep, terrible customer service...
Most of the time, they are auto-generated responses having nothing to do with the topic.

Also am still waiting for my copy of FFXIV:ARR... taking forever to get here.

Emailed them about it once already, apparently they thought it was about the early access code, so it didn't help one bit (again, automated messages suck).

So am trying again....

Probably will never buy from the SE store again due to crappy service in that department as well.