I've had to deal with customer service far too many times over the years and the system is pretty terrible. The real surprise is that while the system is horrible and it takes forever to get to a real person once you do their reps are actually really good. A few things I've learned over the years. First off don't even waste your time with the email reports. I have never gotten any use out of it, at best it will be a week or two before you get a useless reply. My last time using it was during the XIV Beta, I got a response finally yesterday that wasn't even a response it was an email asking me to take a survey asking how my experience was. As you can guess my survey was not very kind.
Most importantly when trying to get ahold of them make sure you call at the right time. They are only open from 9-6 PST Mon-Fri. That is for all support. I know the hours are bad and I have never had a problem when they are actually open. Especially right now with the massive screw ups of the past couple weeks expect to spend several hours trying to get ahold of them which means don't even waste your time after 3 or 4 PST. I've been trying to get a real person for around a week as it is over issues canceling my FFXI account and had zero luck. It really annoys me because I know that once I actually do get a person it will take less than 5 minutes to resolve. The system they have set up is one of the worst I have ever seen and sadly it isn't going to get any better. It has been this way for years and the higher ups simply just don't care about it.