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Better customer support with FFXIV?Follow

#1 Jun 10 2009 at 6:14 AM Rating: Good
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The one thing I really hate about ffxi is that customer support is hard to reach if your not in the region of asia.
I thought let's play ffxi again so ofcourse i didn't remember my password and want to retrieve it.
What a surprise can't contact them outside 9-18 pacific time or whatever it said.

If they sell their product all over the world they should be able to give customer support in all regions on time that is usefull for that region.
To retrieve my password now i need to get up earlier in order to contact them which isn't funny...
#2 Jun 10 2009 at 6:24 AM Rating: Good
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haha there was a huge thread about this a long time ago.

Agreed, even when you phone they are not "Regular" reps. They do literally the least they can possibly do to help you out.

For example say you re-join FFXI to play on july 28th. Now no where does it say it is a set billing cycle that you will be paying 2 days for a whole month. Then if you phone in to complain about it, instead of giving a free month or perhaps a prorated rate for the next month(shouldn't be hard to do unless their billing system is from 1995) they say "Well if you called us we would have told you to wait to sign up".

Honestly worst business practise ever. If i had someone at my cable/satallite company say that to me i would go absolute banana's.

Not only that they will not be helpful like other places will like offering more information or following up. They give the least possible information needed to get you off the phone.

Personally if the game wasn't so great i would be seriously bothered by this.. but what can i do. Personally i find it incredibly bad business practise and i'm sure it's the reason a few(probably a lot more) people have left the game or refused to join up.
#3 Jun 10 2009 at 6:46 AM Rating: Default
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there getting rid of that this time around tho
they said there going for more of a 30day plan where u pay the fee after u play 30 days.

back on topic tho, i never had problems with CS. the GM's were quick everytime i needed them, the CS phone lines wernt all that busy and if i forgot my password i could get it within minutes just by giving them my credit info.

#4 Jun 10 2009 at 6:47 AM Rating: Good
As much as I love most things SE, I have to agree, dealing with their customer service is absolutly a nightmare.

The other day, my wife and I got new credit cards and our current ones would be deactivated in a few days. I went to change my account information. On my first character, it worked fine, but on my others it kept failing saying "invalid information". I tried tons of times.

I eventually decided I'd have to suck it up and call PlayOnline and prepare to wait on hold. It is no secret they will have you wait quite a long time, sometimes many hours. It did take a while, but I eventually get through and tell them my problem. Their soultion? Try again. I mentioned I've tried a bunch, but I'll continue trying. I mention my card will be dead soon, what should I do if it continues not working. He says, I just have to keep trying.

Frustrated, I ask if there is someone in billing or something I could talk to. He replies "No" in a tone of voice that sounded like my frustration was giving him a bit of pleasure. I said, "ok, I'll keep trying, but what will happen if the billing account comes (it was due in a few days) and I still can't change my information? Will my account be safe from deactivation?". He replied, "no, it will be cancelled." I ask him again, "ok, what can I do to prevent that from happening?" and he replied "you just have to keep trying".

Of course there was an explanation. Apparantly, you can only use your credit card to change character information (even on different accounts) once per day. I got this information from a friend in-game, but it sure would have been nice if the SE rep could have told me this information, or at least forwarded me to someone who could have.
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#5 Jun 10 2009 at 6:53 AM Rating: Decent
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1,146 posts
Well another thing that is a problem is providing right information about where you live.
When you sign up it only ask do you live in us or canada and nothing else. But if they ask for billing you have all the options of countries ect.
So just weird.

I remember from last break when I also forget my password as i took a break of 2 years I could provide all info on phone so it will be solved it's just annoying you can't contact them whenever you want as they have 8 hours later then where i live.
#6 Jun 10 2009 at 7:04 AM Rating: Decent
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1,159 posts
boriss wrote:
haha there was a huge thread about this a long time ago.

Agreed, even when you phone they are not "Regular" reps. They do literally the least they can possibly do to help you out.

For example say you re-join FFXI to play on july 28th. Now no where does it say it is a set billing cycle that you will be paying 2 days for a whole month. Then if you phone in to complain about it, instead of giving a free month or perhaps a prorated rate for the next month(shouldn't be hard to do unless their billing system is from 1995) they say "Well if you called us we would have told you to wait to sign up".

Honestly worst business practise ever. If i had someone at my cable/satallite company say that to me i would go absolute banana's.

Not only that they will not be helpful like other places will like offering more information or following up. They give the least possible information needed to get you off the phone.

Personally if the game wasn't so great i would be seriously bothered by this.. but what can i do. Personally i find it incredibly bad business practise and i'm sure it's the reason a few(probably a lot more) people have left the game or refused to join up.


Seriously, the last time I tried to start up FFXI again I forgot about that and signed up 5 days before the month ended and, of course, I got charged a full month for it. I called them up and after an hour of waiting they said they'll give me credit for the next month instead of charging me again. I was ok with that...I really just wanted to get refunded but I thought it was an ok compromise. They said I had to keep my credit card information in there though or else I wouldn't get the free month. So a month passed and I got charged again. I just deactivated my account as I didn't want to bother with it anymore. I figure they just tell you they will be crediting you account but never do it so you either get fed up and drop it or forget about it.

They've said they are switching to a 30 day payment method for FFXIV though so there's no need to worry about that again.
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