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SE's lack of supportFollow

#1 Sep 27 2010 at 11:57 AM Rating: Decent
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It took me about hours to get XIV installed last week, I was getting the Data2 error thing while installing. I sent them an email via SE's support site on the 23rd. I finally received a response yesterday. Here is what they said:

Quote:
Dear Customer,

Regarding your request for technical support. Please find your answer below.

Please describe any error messages you receive in full and describe any troubleshooting methods you have already tried.

Thank you for contacting the SQUARE ENIX Support Center.



I told them everything when I sent the email, you have to fill out whats wrong to even send it. Maybe it's just because I cant type in Japanese.
#2 Sep 27 2010 at 12:03 PM Rating: Good
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They are having a large amount of emails being sent in. However you are required to send in an e-mail to receive a ticket number before calling SE support. Have your ticket number ready and call the following number -

SquareEnix NA Support - 1-310-846-0345
#3 Sep 27 2010 at 12:17 PM Rating: Decent
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Quote:
They are having a large amount of emails being sent in. However you are required to send in an e-mail to receive a ticket number before calling SE support. Have your ticket number ready and call the following number -


This was e-mail support, I didnt want to be put on hold for an hour while calling them. I was able to get the issue fixed (by buying a new DVD drive), but they just sent me an automated email 3 days later. That is not support at all.
#4 Sep 27 2010 at 12:20 PM Rating: Decent
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I submitted a ticket on release day, received a response within 6 hours, replied to it and had a reply before lunch the next morning.

FYI:
Quote:

Dear Customer,

Regarding your request for (account, billing, technical) support. Please find your answer below.

Customers who have purchased one of the first production run copies of FINAL FANTASY XIII for the PlayStation 3 will receive a Product Registration Code that will provide them with access to an ingame item for FINAL FANTASY XIV, the Asuran Armbands.

Please note that this bonus item is only available to those customers that purchased a first production run copy of FINAL FANTASY XIII for the PlayStation 3 console.

To retrieve your FINAL FANTASY XIV Promotional Code, please visit the FINAL FANTASY XIII Feature Page (within the SQUARE ENIX MEMBERS site), and click on the "Bonus Code" button. This page will display whether or not your product registration code was eligible for the bonus, and will also provide you with that promotional code.

To register your FINAL FANTASY XIV Promotional Code:
- Log into the SQUARE ENIX Account Management System
- Select "Select Service" under 'Services and Options'
- Select "FINAL FANTASY XIV"
- Select "Add a service account"
- Enter the provided FINAL FANTASY XIV Promotional Code and click 'Next'
- Select the FINAL FANTASY XIV Service Account you wish to register the code to and click 'Next'
- Confirm the details provided, and click 'Register'

Thank you for contacting the SQUARE ENIX Support Center.


Quote:
Dear Customer,

Regarding your request for account support. Please find your answer below.

We apologize for any problems you are experiencing. With all the in-game bonus items being provided for FINAL FANTASY XIV, any new character created after the reward code has been registered to your SQUARE ENIX Account will have the bonus item(s) in their inventory at the start of play. Characters created before the reward code was linked to your SQUARE ENIX Account will not be able to receive any bonus items.

Thank you for contacting the SQUARE ENIX Support Center.
#5 Sep 27 2010 at 12:22 PM Rating: Default
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Quote:
This was e-mail support, I didnt want to be put on hold for an hour while calling them. I was able to get the issue fixed (by buying a new DVD drive), but they just sent me an automated email 3 days later. That is not support at all.


In all fairness they had nothing to support. The issue was hardware on your side. This should have been rectified before even considering contacting any software support team.

Edited, Sep 27th 2010 1:22pm by windexy
#6 Sep 27 2010 at 12:25 PM Rating: Good
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windexy wrote:
Quote:
This was e-mail support, I didnt want to be put on hold for an hour while calling them. I was able to get the issue fixed (by buying a new DVD drive), but they just sent me an automated email 3 days later. That is not support at all.


In all fairness they had nothing to support. The issue was hardware on your side. This should have been rectified before even considering contacting any software support team.

Edited, Sep 27th 2010 1:22pm by windexy



IMO it was a common enough issue that they should have at least known a fix. There were a lot of people with this problem. Tell me that I need a new drive, thats fine, but dont tell me to resubmit what I already told you.

Quote:
I submitted a ticket on release day, received a response within 6 hours, replied to it and had a reply before lunch the next morning.


At least they were fast with your issue.
#7 Sep 27 2010 at 12:36 PM Rating: Decent
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Quote:
IMO it was a common enough issue that they should have at least known a fix.


Understandable to be a bit miffed I would be too but what happens when Little Johnny goes to replace their CD-ROM like the support rep said and destroys the computer on accident?

What verbiage did you submited in the ticket?

Based on this I would say the site failed at sending the information you entered or were too vague.
Quote:

Please describe any error messages you receive in full and describe any troubleshooting methods you have already tried.


#8 Sep 27 2010 at 2:08 PM Rating: Decent
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447 posts
I just love how they don't even have a toll free number.
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#9 Sep 27 2010 at 2:17 PM Rating: Decent
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Bottom line is, like it or not, NA and EU players are pretty much a secondary concern. We will very rarely get anything more than a roughly translated canned response doing nothing more than thanking you for your patronage and how they are sorry you are inconvenienced.
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