As said above, the simple answer is: Yes.

They have too few staff to deal with too many problems.
Rather than employ more staff and/or streamline solutions, they simply delete everything over 48hrs old and force you to join the queue at the back.

If you need to contact them directly when a *major* issue hits (3102, 2nd Service Account, Hacked etc.) then you can expect:
1 - Several hours on the phone to a NON-FREE number, only to be disconnected before speaking to a representative.
2 - Several hours in a queue of 200+ people for a Live Chat operator, only to be disconnected when you hit #1 in the queue because "No operator available".
3 - Any and all tickets you submit to be ignored and/or deleted until you manage to speak to one of the elusive Reps.
4 - And if you are lucky enough to speak to a rep, you have (at best) a 50/50 chance of being fixed immediately, or left for up to 2 weeks waiting.

I was in Beta from P2, Pre-Ordered digital CE, and (to my shame) still intend subscribing.
However, I am still disgusted at the level of Customer Service offered by SE.
If FFXIV: ARR was not as addictive as it actually is, then I would not even consider subscribing because of the CS issues. It is no way to treat paying customers.