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Missing Retainers = no help from SEFollow

#1 Jan 07 2011 at 8:20 AM Rating: Decent
20 posts
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.

Hawk Talon
#2 Jan 07 2011 at 8:59 AM Rating: Good
1,083 posts
What else is there to say? You're obviously right. Square Enix must do better.

Will they? I have no doubt FFXIV will be different game in the future. However, communication.... not sure that will ever improve to the level where it should be.

Wada: "There may be some areas of testing that were lacking or too rigid."
#3 Jan 07 2011 at 9:29 AM Rating: Good
711 posts
Just a question, you didn't dismiss your retainers for good by accident right? The options are right next to the dismiss for now.
#4 Jan 07 2011 at 9:43 AM Rating: Decent
1,104 posts
They'd allow you to dismiss a retainer from service permanently without even an additional prompt or warning message? Thats not good.
Melaahna Valiera
#5 Jan 07 2011 at 9:46 AM Rating: Decent
20 posts
You are correct that the "dismiss" and the "release" choices are very similar. I am sure that I did not do that. There is one additional confirmation step required to release a retainer. I tested it after. Additionally, I had one go missing in November and it was recovered. I would add that I think SE needs to have players complete a more extensive process when releasing retainers such as they do for a character by using a countdown timer or forcing you to type "delete" or the characters name.

Even if i had deleted them it would be a matter of consideration for them to reply to that effect.

#6 Jan 07 2011 at 12:45 PM Rating: Decent
462 posts
Just because it says its in the ward, doesnt mean that its actually there...

For example:

I'll jump into a ward where I placed my retainer, pull my list of retainers and see that its in the ward I'm in.. but its not...

I simply summon that retainer, and ta-da.. there it is!!!

Have you tried that? :3
Paradise Oblivion
Maverick Hawkeye. Kashuan.
#7 Jan 07 2011 at 4:39 PM Rating: Decent
20 posts
Good advice but yes as I stated earlier the retainer list is empty. It is true that you can be in the market ward and try to summon your retainer and get a message stating that there is no retainer to summon. This happnes when your retainer is elsewhere and not in the same ward as you. Actually you can get this message if your retainer is right behind you and you forgot. This is why the only sure way to track your retainers is to use the main manu and choose Retainer List.

Additionally, when the wards reset you usually have your list reset. I check every day (since 12/25) and still nothing. I mostly hate the lack of help after so many requests to the in game GM as well as the Loadstone bug reports

#8 Jan 12 2011 at 6:20 PM Rating: Decent
That has to be frustrating and I do agree they need better customer service for a payed service. They are not very good with that on ffxi either.

My problem is not being able to call my retainer at the bell at the roost in gradania (my retainer is in the market wards in gradania), not sure if i understand all of it but i was under the impression that we could call our retainers to these bells anywhere but i keep getting the message "you have no retainer to summon" yet my retainers are in the list? I can only exchange items and such in the market wards.

#9 Jan 12 2011 at 6:59 PM Rating: Decent
20 posts
If your retainer is "out" in the wards, you will not be able to call it. I keep one retainer out for sales and one retainer is "put away" so that I can pull it up at any bell or in another town for transfer of field items. I try to keep that retainer as clear of items as possible so that I can quickly transfer from Hawk. Actually I have 8 characters with 2 retainers each. I only have one Main character, Hawk Talon, but the 7 other characters are all for storage. Since we are not paying at this time I figure I might as well take advantage of the free toons and retainers. For example, one character and his retainers holds only wood and rock items. Another toon holds any food item, and so on. It does make it a bit tricky transfering items to these storage toons.

Regarding SE and my lost retainers, I still have not heard a word. I do not believe that it is possible to recover a retainer yet in the game. It is possible to recover a main character though. I would like SE to tell me this though. Actually I feel it is their obligation to at the very least, write a 60 second email to me telling me this. Their customer service is horrible. Too many companies are moving toward email only contact with no expectation of a reply. I understand the reason for this is to cut costs. Microsoft has done this due to huge costs over the last 20 years for help calls they are not responsible for. The problem is that as many others, SE has no balance and will suffer consequences because of this. For example, my friend who plays FFXIV and has his own gripes with the game, builds websites for a living. He just purchased a domain name that is similar to "" but is specific to Square Enix. I dont know what his plans are but SE could have avoided this by some balanced contact.

#10 Jan 14 2011 at 3:36 PM Rating: Decent
Okay, I understand now, but I still think you should be able to call them to a bell anytime you want. anyhow good to know, thanks

Lets hope for a real good update. (and the return of your retainers, of course)=)

#11 Feb 11 2011 at 11:59 AM Rating: Good
812 posts
this just happened to me last night, poof, my retainers are no longer on the list. I never clicked dismiss retainer either. Last time I left them they were both standing in the battlecraft ward in LL.

so freaking lame, they both had full inventories...
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