It's not just their customer service that sucks, it seems to be part of their corporate culture. From the dismissive and rude GMs, the arrogant call center staff, all the way to the indifferent and incomprehensible dev team.

FFXI really has no support, feedback or communication between customers and staff. Even at their "fanfests" they avoid questions and give vague answers to even the most basic questions.

I liked the game, but just trying to deal with their support system made me give up and move on.