On 12/25 one of my retainers (Phoenixia) went missing. I know how it can be easy to "think" this is true due to the current system. To verify a retainers location you need to check the "Retainer List" in the main menu. Only one retainer was showing. Then, on 12/28 my second retainer (Phoenix) went missing too. Checking the list showed no retainers. This had happened on one other character in November but although it was not showing on the retainer list, the next day, after I filed a "stuck" GM report, it did show up again. This second time though, on my main character Hawk Talon on Besaid, I still have not recovered either of the lost retainers. I filed 9-10 GM reports as well as 10 bug reports. The most frustrating issue with the loss is the lack of any communication. I understand their process, but I begged for at least a return email telling my something, anything. I delayed creating new retainers for over 10 days, limiting my play, stressed over the loss of two totally packed retainers, and expected some sort answers, os so I thought.
I know that we currently pay no monthly subscription, but I spent over $400 for multiple family accounts (pre order). When we do begin to pay our monthly, with all the toons and retainers, I will have a pretty steep cost. This is not to say that deserve any better treatment than any other player, but it makes me compare other monthly costs vs service such as a gas bill or iPad service fee. Any issues I have get resolved. I do not care how many issues SE has incoming. They do have the bug report, etc, as a screening process and should directly address those that are more serious. I did not delete my retainers. They are gone. These games are so much more different than anything els we do in our lives. Consider how many hours are invested in them. It can be huge. Given this fact, I believe that the creators have a greater responsibility to their customers even if that means a bit more cost.
I don't wish to get flamed, but to express my frustration about the need for more direct help with serious problems that players face. The use of the Internet in general by many companies over recent years seems to be an attempt to save customer service costs at the expense of customer service and happiness.
Wishing you all the best.