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Square Enix is unprofessional to the point it's ridiculousFollow

#1 Apr 03 2012 at 8:27 AM Rating: Excellent
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I'm someone who rarely complains about things I have no control over. I would say I'm pretty understanding even under somewhat ridiculous circumstances. Square Enix is unprofessional to the point where it's just absurd though so I feel the need to speak out of principle.

To explain everything I've been dragged through in detail would take much to long to type so let me just explain it all as best as I can in short points.

A few days ago:
1. After a few months off from FFXIV and moving to a new house, I realized my security token was lost.
2. I contacted SE via chat support in hopes to unlink the token from my account so I could log in and re-activate.
3. The representative told me that today they are doing maintenance so I would have to contact them at a later time to unlink it.
4. I asked him what info I would need to provide them next time, and asked if I could put all of it in an email to SE so they could resolve it while I sleep. I explained to him that I live in Japan so my time zone is a lot different and that just to talk to chat support once I had to stay up until odd hours of the night.
5. He told me that would be fine and told me all of the information to share with SE in the email.
6. I provided all of the information and I woke up the next morning for another representative to say that I need to contact chat support, that it can't be resolved via email. I guess the other representative told me bogus information.
7. I stay up the next night to contact chat again and when I get to the representative he resolves my issue. He first told me though that I should log in to unlink my token! Uh, obviously I can't that's the whole point(I didn't say this, was just thinking) He then asked me, do you have any more questions? I replied with one and instead of answering he replies with: "Thank you for contacting SE, have a nice day" and then signs off. Are these people robots?

Yesterday and today:
1. I log into my account excited to log in and see all the changes made to the game and say hi to old friends.
2. I see I have 700 Crysta in my account so I thought I'd take the cheapest route and buy 500 more to try it out for a month.
3. I first try Click and Buy but I am told that I can't use it from Japan. Later I get some strange email saying Click and Buy blocked my Click and Buy Account.
4. I then try UltimatePay and for some reason it repeatedly denies my card.
5. I call my bank to make sure there is no hold on my account and that my account has plenty of funds in it, everything checks out OK.
6. I try UltimatePay again and it doesn't work. So I thought, I will try PayPal, because I had used Paypal to buy Crysta one time previously with my debit card which is linked to it when I didn't have funds in my PayPal account.
7. Paypal doesn't go through either. I try Paypal again and again throughout the day.
8. I think to myself, maybe they changed the system and I can't use a debit from overseas anymore. So I had a friend Paypal me funds for my account.
9. Now that the funds are in the account I get an email from Paypal telling me that they blocked my Paypal account for security since so many transactions were denied by UltimatePay. Now I can't pay for my subscription nor can I pay back my friend.
10. I log into Paypal and they want me to send them a photocopy of my ID, I do that, but I don't want to wait so I click verify by phone.
11. I get the phone call from Paypal but for some reason it doesn't work right and now Paypal is sending me a letter to my house which I then have to take the security code off of once it arrives to re-activate my account.
12. I then notice FFXIV started taking direct payments so I tried that, also denied again and again.
13. I knew my card works on every other website I have ever been too, even though I am in Japan and using my US debit card, so I had no idea what the **** is going on.
14. I then resorted to the last option and I bought a UltimatePay code from a 3rd party website with my debit card, which worked find of course! I got the code, put it in UltimatePay and finally I had my Crysta, but I had to spend 5$ more than I wanted to since they only sell 10$ cards and I was unable to buy any Crysta directly.
15. Now mentally exhausted I find solace in the fact I can log in and play my game. Wait, the Crysta is not in my account yet.
16. The Crysta takes a whopping 5 hours to show up in my account and I got no email confirming my transaction even processed before I received that Crysta so I was worried about it up until that point.
17. At least I'm all set to log in I think to myself, excitedly. I log in and then find out I can't log on. I thought maybe I'll try a few more times, as the FFXIV servers have always been extremely bad.
18. I log in and log in and log in, but every time it gives me that error. Frustratedly I look online.
19. I get re-directed in a thread in the Lodestone stating that when they did the server transfer they decided to do it half assed and not transfer ALL the characters, only those who were subscribed at a certain date. At this point I was completely bummed, ****** off, let down and felt totally used.
20. Why the ****, would they not bother to update their customers via account management? They could put a message, before buying, that states it will take a few days, possibly weeks to transfer my character back onto a server. Who reads the Lodestone before re-activating their character? Should I have to do that? I thought I would get any warnings if anything were bad before I paid. So I finally got them to take my money, and then I find out that they took my money without giving me any sort of warning that I can't use their product. I'm sure a large percentage of customers don't find it necessary to check the Lodestone for SE's mistakes before paying to re-activate their characters.
21. Wasn't this server merger used to populate the community more? Aren't these updates and the upcoming 2.0 for the same thing? If so, why would they do something like this which would obviously **** off the very customer base they need, re-subscribers. If they at least warned me at the account page, it would have been so much easier to take. Or if their payment methods actually worked correctly like everywhere else I use my card at.
22. I would contact chat support but if I don't ask them a simple question that a caveman could answer like "I lost my password how do I make a new one" then they will simply state I can't help you and then when I reply they will say thanks for contacting SE! Bye! Literally.

I swear, SE is flat out ridiculous. I love FFXI and am also have hope in FFXIV, but really how stupid can they possibly be? Who the **** is running SE? Why do they make everything such a **** headache?

I thought I might add that the entire reason I paid to re-activate this account is to try it out for five days or so as I am moving again soon and won't have time to play again for a few months after this week. That and I wanted one of those new mounts that will disappear when 2.0 hits. So now by the time my character actually gets added to a server, I won't even be around to play it.

I swear, I have never felt so pawned around by a company in my life.

Please forgive my somewhat in-coherent grammatically incorrect rant but it really feels good just to let it all out. I'm sure some of you can relate. They better give some sort of reimbursement to re-subscribers during this time. Also, do they have that many people re-activating? Why does it take 4-5 days to re-activate my character on a server AFTER I paid, do they have that many re-activations? I doubt it. This whole thing just reeks of laziness and incompetence. Will I still play the game though? **** yea, because I'm a die hard fan of online Final Fantasy. I'm their battered wife that just keeps up the faith no matter how many times they beat me in the face.

Edited, Apr 3rd 2012 10:52am by Calikitz
#2 Apr 03 2012 at 8:50 AM Rating: Default
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Frustration is noted, however a little misplaced. I understand how you feel, and for the majority of your post i can say that. You just happened on bad timing to do something that would normally take a week to resolve, i have been in you shoes before. As for the billing problems, i don't know, as i have not yet encountered said problems. I use direct-pay, with a visa.
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#3 Apr 03 2012 at 8:58 AM Rating: Excellent
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TwiddleDee wrote:


Frustration is noted, however a little misplaced. I understand how you feel, and for the majority of your post i can say that. You just happened on bad timing to do something that would normally take a week to resolve, i have been in you shoes before. As for the billing problems, i don't know, as i have not yet encountered said problems. I use direct-pay, with a visa.


Thanks for the response. I know about that link by the way. My whole point though was that they should have put this update on their account management page where people re-activate ID's at. It doesn't help previous non-paying customers to be on the Lodestone as most people reading the Lodestone are likely those who are subscribed to the game. This is happening to many people not only me and there is really no excuse for it. Customers shouldn't have to read through patch notes before re-subscribing to make sure they can use what they are paying for. They let me proceed with the transaction but gave me no warning as far as I'm concerned.

As for other issues, such as Paypal, sure that's not all SE's fault, but there have been many complaints about their various methods declining cards, even their direct pay methods. If it wasn't for them declining my card for no good reason numerous times I would have never been blocked my Paypal. It's kind of hard to believe if you have not suffered through it personally though, I'm with you on that. For some their Payment methods work fine. I stand by what I say though when I say that I've never had a payment problem with my card on any site accept SE's which worked for me before I might add!
#4 Apr 03 2012 at 9:02 AM Rating: Excellent
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I love SE's products, so it's hard for me to sit back and watch and be a part of their train wrecks sometimes. I want FFXIV to become popular, I think what they are doing with 2.0 is great. Stuff like what happened to me and many others recently though is hard to watch as a fan, because it makes me lose hope that this game will ever grow to the heights they want it to. A good percentage of my friends wouldn't have even got to the point I did and would have given up long before paying with UltimatePay. This holds true with a ton of other prospective payers too I'm sure.

What I said in my last post about the lack of warning at account management. There's just no excuse.

And things like, the way they cut you off at chat support... There is just no excuse. I know why they are doing it too. They get so many customers complaining but they don't have any solutions because they messed up, so they just try to sign off as business-like as possible. In the end though, it hurts the morale of their fan-base. I've seen countless other chat logs across the internet where they have done the same things. I experienced it with FFXI and customer support way back when as well. Every business's customer service gets a bad rap from people across the internet but SE is NOTORIOUS for having the worst customer service around. Anyway, once I can at least play again I'll be happy but I can't help but wonder what the **** they are thinking sometimes!

Anyway, I'm done ranting. I just wanted to get that all off my chest out of principle. Hopefully I'll get to log on in a day or two before I have to move again and I'll try to keep positive for the time being.

Edited, Apr 3rd 2012 11:07am by Calikitz
#5 Apr 03 2012 at 9:38 AM Rating: Good
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You have to log into the payment method via a VPN to trick it into thinking you're in the states... assuming you have an APO, if not I don't know the work around.
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#6 Apr 03 2012 at 9:54 AM Rating: Good
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Visa's card payment services were down for about 45 minutes on Sunday, around noon PST as well. You may have run into a problem there.
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#7 Apr 03 2012 at 10:01 AM Rating: Good
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#8 Apr 03 2012 at 10:34 AM Rating: Good
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I just restarted with new accounts and had no trouble getting things moving. My old account also had a security token also (which I had lost) and I anticipated running into problems with it. The character wasn't worth salvaging anyways, so I avoided the whole debacle by repurchasing the game. I would've had to resubscribe anyways, so the price difference is negligble compared to the headache I would've had.

I feel for you on the subscription issues though. I had similar problems with FFXI. I don't know why SE can't implement a simple subscription system like every other company. I know there are lots of things to hate about Blizzard and how they do business, but their account systems are one thing that I never had any trouble with in the 6 years I subscribed to their products.

On the upside, if you're willing to hang in there past all the crap, the game itself is 100x better than when I left after launch. They've really made strides to improve it, and I'm very much looking forward to 2.0.
#9 Apr 03 2012 at 11:50 AM Rating: Excellent
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Op,
You are not the first we have heard complaining about SE's customer service. I am truly sorry you are having to jump through hoops to GIVE THEM money to play their product. It's completely insane. I wish there was more I could say. I think your feelings aren't misplaced, they are justified, if I was at a brick and morter store and they functioned like this, they would have lost my business forever.

Good luck in trying to get this all worked out :/
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#10 Apr 03 2012 at 1:23 PM Rating: Decent
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I know it might be difficult to accept for people still playing the game, but FFXIV is still pretty much running in post-launch alpha (SE wanted to innovate, so I give them the designation of "company that popularized the two year post-launch alpha test phase.")

Not saying it wouldn't be frustrating to go through the OP's tribulations with SE, but at the end of the day, everything is subject to change, revision, and various and sundry periods of transition. If you want to evaluate SE's "professionalism", do it when 2.0 launches, because right now you're not even getting the complete game. You're getting, at its core, the game that failed, and are paying for the privilege of helping them to test "the game that hopefully won't fail again."
#11 Apr 03 2012 at 3:08 PM Rating: Excellent
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Aurelius wrote:
I know it might be difficult to accept for people still playing the game, but FFXIV is still pretty much running in post-launch alpha (SE wanted to innovate, so I give them the designation of "company that popularized the two year post-launch alpha test phase.")

Not saying it wouldn't be frustrating to go through the OP's tribulations with SE, but at the end of the day, everything is subject to change, revision, and various and sundry periods of transition. If you want to evaluate SE's "professionalism", do it when 2.0 launches, because right now you're not even getting the complete game. You're getting, at its core, the game that failed, and are paying for the privilege of helping them to test "the game that hopefully won't fail again."


Evaluating their customer service seems valid to me personally. No matter how miraculous 2.0 may or may not be in terms of gameplay, the way their customer service representatives handle a customer's problems is an entirely different issue. Their reputation for customer service even since FFXI speaks for itself, and unless they completely revamp the way they handle their service, I wouldn't expect any massive changes in the near future.
#12 Apr 03 2012 at 6:11 PM Rating: Good
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Just curious...for other games, do they have better CS in general? And I'm not asking just for Americans or English speakers, but better CS than SE's? Like worldwide? I.E. European languages, Latin-American languages, Asian Languages.

I don't know because I have never played another MMO other than WoW and I have never needed to get in contact with a rep.

I have had some dealings with Bethesda's CS, and they were awesome. I was having issues with their Tribunal Expansion for TES:III Morrowind on my current rig and the CS rep told me there had been issues in the past and literally spent 30 minutes on the phone with me having me install and re-install the expansions of Bloodmoon and Tribunal.
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#13 Apr 03 2012 at 7:17 PM Rating: Excellent
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Quote:
I swear, SE is flat out ridiculous. I love FFXI and am also have hope in FFXIV, but really how stupid can they possibly be? Who the **** is running SE? Why do they make everything such a **** headache?


Since this seems to sum up most of your complaints, I'll respond to it instead of quoting a few other sections.

They get away with it because we allow them to. Ultimately you have the power to say, "Wow, that experience was horrible. I'm not going to give my money to a company that treats its customers in that fashion." In fact we all have that ability. The problem is, most of us don't use it. We wait a day (or a week or a month) until its all fixed and happily dive back into the game -- which we're paying for. The moment you start paying for your subscription again, you've given SE a hand wave, a mulligan. "You've basically said to them, "Hey, I don't like how you treat me, but I'm willing to put up with it in order to play the game."

And this isn't true with just SE or game companies. this is true with any business. Each and every time we complain but then buy their products anyway we're giving them that same hand wave.

If you'd really like to DO something about, contact SE and tell them what you told us. Then tell them you're not interested in supporting a company that treats customers this way. Then stop giving them your money.
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#14 Apr 03 2012 at 8:12 PM Rating: Good
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LillithaFenimore wrote:
Just curious...for other games, do they have better CS in general? And I'm not asking just for Americans or English speakers, but better CS than SE's? Like worldwide? I.E. European languages, Latin-American languages, Asian Languages.

I don't know because I have never played another MMO other than WoW and I have never needed to get in contact with a rep.

I have had some dealings with Bethesda's CS, and they were awesome. I was having issues with their Tribunal Expansion for TES:III Morrowind on my current rig and the CS rep told me there had been issues in the past and literally spent 30 minutes on the phone with me having me install and re-install the expansions of Bloodmoon and Tribunal.


The answer would be Yes and No! It all comes down to the CS you get, some are cool, some are ******** and will not go out of their way to help you get a problem fix, they will send you on an endless circle of do this do that and we cant help you, you need to contact another department, and that department will tell you, you need to go back from where you just came from etc etc.

EQ CS rep. where kinda slow, but then again back in that day, MMO'S where not what they are today, so you kinda gave them a pass since it was the first MMO to have such a huge population, but they dint take weeks either, mostly 2-3 days tops, as for FFXI... well they have a rep of being the most useless ones, Wow ones where ok, give or take a few hours at top(Atleast ingame, never used the forums to get help on anything really so i dont know). Swotor ones are kinda bad, i had to wait like 3 days to get an item back, and by the time i got it, i was like 15 levels above it already so meh!
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#15 Apr 03 2012 at 9:24 PM Rating: Excellent
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Aurelius wrote:
I know it might be difficult to accept for people still playing the game, but FFXIV is still pretty much running in post-launch alpha (SE wanted to innovate, so I give them the designation of "company that popularized the two year post-launch alpha test phase.")


The worst misconception that SE brought to its players is that alpha testing is public. But alpha testing is almost entirely a closed door in-house phase where developers, QA and sometimes a few close-to-the-vest customers work out the kinks before showing the untrustworthy "I'm going to leak anything not nailed down" public anything compromising. By the time beta testing starts, nearly everything you see ought to be ready enough for the release version barring a few surprise bugs no one had previously caught.

So, saying this is an alpha test is wrong on so many levels. You don't charge for test software, for one thing, and even if they were, they wouldn't show an alpha test for mass consumption (it just defies the definition of what that is). And finally, it's a pitiful excuse to say that paying customers deserve to be treated poorly for subscribing to software that shouldn't be considered ready for release.
#16 Apr 04 2012 at 4:19 AM Rating: Excellent
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In my case, it was the company they allowed to do their CS for them that's unprofessional. The person responsible for maintaining and continue to support the company that handles CS for SE in Europe should be fired imo.

I remember talking to a CS rep in England and it would always be a indian accent english speaking rep who absolutely couldn't make anything clear half of the time because he had such a poor accent. I remember being so frustrated trying to give SE money so I could play FFXI again and I ended up with the same rep over and over again for 3 weeks trying to reactivate my account. It's like they don't want you to play their subscription based games. Funny fact, the one time I got a different rep, the problem was completely solved within 10 minutes. I mean wth.....

I'm sorry you had this experience, I just hope other people won't run into the same problems, which would be very surprising :s Maybe they should do the same thing to their CS companies as what they did with FFXIV: get rid of all the people responsible for failing and get new people in (Though I doubt it was the development team that was actually responsible for the state FFXIV was in at release, I think it's somewhat higher up the chain).



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#17 Apr 04 2012 at 6:40 AM Rating: Excellent
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Xoie wrote:
So, saying this is an alpha test is wrong on so many levels. You don't charge for test software, for one thing, and even if they were, they wouldn't show an alpha test for mass consumption (it just defies the definition of what that is). And finally, it's a pitiful excuse to say that paying customers deserve to be treated poorly for subscribing to software that shouldn't be considered ready for release.

I don't think Aurelius believes it to be an actual Alpha. It's to make a point that this game really wasn't ready for release by any stretch of the imagination and still isn't ready since it will darn near be a completely different game come 2.0.

A product that was released that was no where near ready for release that had some beta and alpha testing qualities that is being completely redone from the ground up while people are presently paying to play (test) it. That's kind of a whole new stage of testing.

I guess this would be an "Epsilon Test" or a "Theta Test" or maybe even an "Omega Test"... Something like that. This is sort of new ground as far as MMO testing goes. lol

MonarctheFirst wrote:
I remember talking to a CS rep in England and it would always be a indian accent english speaking rep who absolutely couldn't make anything clear half of the time because he had such a poor accent.

That's certainly not exclusive to England. I think a great deal of CS is outsourced to those nations. It can be extremely hard when dealing with technical matters.

Edited, Apr 4th 2012 8:43am by MrTalos
#18 Apr 04 2012 at 10:36 AM Rating: Excellent
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People have complained about SE customer service as long as XI has been around, it's still just as bad as it's ever been. Since the same customer service people work on both games it ain't gonna get any better, just have to grin and bear it.
#19 Apr 07 2012 at 6:01 PM Rating: Decent
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Xoie wrote:
Aurelius wrote:
I know it might be difficult to accept for people still playing the game, but FFXIV is still pretty much running in post-launch alpha (SE wanted to innovate, so I give them the designation of "company that popularized the two year post-launch alpha test phase.")


The worst misconception that SE brought to its players is that alpha testing is public. But alpha testing is almost entirely a closed door in-house phase where developers, QA and sometimes a few close-to-the-vest customers work out the kinks before showing the untrustworthy "I'm going to leak anything not nailed down" public anything compromising. By the time beta testing starts, nearly everything you see ought to be ready enough for the release version barring a few surprise bugs no one had previously caught.

So, saying this is an alpha test is wrong on so many levels. You don't charge for test software, for one thing, and even if they were, they wouldn't show an alpha test for mass consumption (it just defies the definition of what that is). And finally, it's a pitiful excuse to say that paying customers deserve to be treated poorly for subscribing to software that shouldn't be considered ready for release.


What defines an alpha test is the state of readiness of the final product. You can nitpick all the other details, but at the end of the day FFXIV will not be the FFXIV Yoshida wants it to be until 2.0. And since it's miles from 2.0, it's in a functional alpha state. The engine is being redone, the maps are being redone, the UI is being redone. The whole game is being redone. They're just letting people play (and charging them for the privilege) while they hammer out the details.

The point is, everything is in flux. It's not a complete service, and that means things are going to change, things are going to break as a result of those changes, and the things that are subject to changing/breaking aren't limited to game mechanics. They also include payment services, customer service options, and access to basic game services (ie. the ability to log on.)

Hence my comment that people evaluating any aspect of the game right now is maybe not ideal. Until 2.0, nobody should really be expecting much of anything.
#20 Apr 07 2012 at 7:19 PM Rating: Decent
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Aurelius wrote:
What defines an alpha test is the state of readiness of the final product. You can nitpick all the other details, but at the end of the day FFXIV will not be the FFXIV Yoshida wants it to be until 2.0. And since it's miles from 2.0, it's in a functional alpha state. The engine is being redone, the maps are being redone, the UI is being redone. The whole game is being redone. They're just letting people play (and charging them for the privilege) while they hammer out the details.


Yoshida basically stated that 2.0 is in alpha testing (I'm assuming that's what he meant by "it's on the shop floor now."). But what the public is playing right now is not it. Saying the current version of FFXIV is just an alpha test is like saying Windows 7 is the alpha test for Windows 8. It doesn't work that way, and it doesn't make any technical sense.

2.0 has its own development cycle, and it will get beta tested on the PS3 eventually. But it will have nothing to do with the operation of 1.x whatsoever.
#21 Apr 09 2012 at 11:23 PM Rating: Good
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Xoie wrote:
Aurelius wrote:
What defines an alpha test is the state of readiness of the final product. You can nitpick all the other details, but at the end of the day FFXIV will not be the FFXIV Yoshida wants it to be until 2.0. And since it's miles from 2.0, it's in a functional alpha state. The engine is being redone, the maps are being redone, the UI is being redone. The whole game is being redone. They're just letting people play (and charging them for the privilege) while they hammer out the details.


Yoshida basically stated that 2.0 is in alpha testing (I'm assuming that's what he meant by "it's on the shop floor now."). But what the public is playing right now is not it. Saying the current version of FFXIV is just an alpha test is like saying Windows 7 is the alpha test for Windows 8. It doesn't work that way, and it doesn't make any technical sense.

2.0 has its own development cycle, and it will get beta tested on the PS3 eventually. But it will have nothing to do with the operation of 1.x whatsoever.


It won't have anything to do with the operation of 1.x, except for replacing it entirely. The changes you're seeing now are part and parcel of 2.0. The full scope of 2.0 hasn't been made available and won't be available until...2.0. That means you're playing a game in transition. 1.0 bombed. 2.0 represents SE's attempts to remedy the situation. That means lots of ongoing changes to all aspects of the service, hence expecting everything to be shiny and happy and polished at any point between now and 2.0 is unrealistic.
#22 Apr 09 2012 at 11:52 PM Rating: Good
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Totally off topic, but nice to see you around Aur.
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#23 Apr 10 2012 at 1:09 PM Rating: Excellent
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When I saw SE using those points as the way to pay to play their game, I knew it would be trouble. I'm not a fan of any system that does that (Microsoft points, Wii points, etc).

Why make it so difficult and convoluted to take my money? I'm glad I never got into FF14 and left SE behind a long time ago when it came to MMOs.
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#24 Apr 19 2012 at 10:42 AM Rating: Good
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Was hoping to get an update from the OP. I am being run threw the same hoops by SE right now, payment issues, chat support issues, not being able to log on due to server merge.

How long did it take for them to transfer your character ? its been a week for me now and still nothing.
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http://ffxi.allakhazam.com/profile.xml?186382
Lvl 95 thf
http://ffxi.allakhazam.com/profile.xml?195344
Lvl 75 blu
http://ffxi.allakhazam.com/profile.xml?198485
#25 Apr 19 2012 at 12:38 PM Rating: Excellent
32 posts
Calikitz wrote:
I love SE's products, so it's hard for me to sit back and watch and be a part of their train wrecks sometimes.Edited, Apr 3rd 2012 11:07am by Calikitz


I am sorry I saw this and had to respond. I grew up in the 80s and was had a chance to experience some of the "GOLDEN YEARS" when RPG's were flourishing and Square (not SE) was in its hayday. I have to say this company is a complete and utter joke. They have been pumping out horrible FF games starting after the PS1 era. FFX was only half bad but imo didnt feel like final fantasy. I must say I like they are doing MMORPGS and seems like they are attempting to get things right but dont kid your self because if you grew up playing Parasite Eve, FF 1-9, Tactics, Xenogears, Mario RPG etc. you would know the potential of Square-Enix. I am not saying you arent entitled to love SE products but it seems that most people dont know what they missed pre FFX.
#26 Apr 19 2012 at 2:03 PM Rating: Decent
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Very odd. The other night I reinstated my old account on Hyperion, Indoril Nerevar, and I had no wait at all. She was already on Hyperion waiting for me to play...No wait at all. Literally, hit reactivate, logged on a few minutes later...and there she was...was I one of the lucky few?
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#27 Apr 19 2012 at 2:16 PM Rating: Good
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I would like to post a convo I just had with SE customer support. They are not moving resubbed accounts ahead of other accounts at all they are just slowly transferring characters at there own pace until they are all done. No one in support has anyway to check what is happening with your character or even give you a ball park of when it will be done and if they do give you a range they are clearly just making sh*t up.

I really dont come off as sounding like the calmest person in this convo but keep in mind this is time #3 getting in contact with them with them telling me different things each time. #1 said 1-4 days #2 said shortly this time I get done by mid to late april.

Agent Thomas A: Hello and thank you for contacting SQUARE ENIX Customer Support. Just a few moments while I review your question, please.

Agent Thomas A: I do apologize for the wait you are having to undergo and we are looking into compensation for this wait, unfortunately this process has been stated to be completed mid-late April and I will need you to wait in this matter.

You: so the whole reactivating your character moving you up the que was false?

You: others I know have had to wait hours-2 days tops

You: how is it mine has taken over a week

Agent Thomas A: I would not be able to say unfortunately, it honestly depends on a case by case basis, I do apologize for how long it is taking for this matter.

You: can you at least put my case forward clearly there has been no move to have a paid account moved ahead of unpaid ones. it seems like you should at least be able to provide me with information about roughly when I can expect to see it moved

Agent Thomas A: The only information I have for it is the process is expected to be completed mid/late April, I can record this case and state that you have specifically requested compensation for this however.

You: thank you for that I do appreciate it.

You: but you are saying you have no way to contact the people that are doing the transfers and see what the status with my account is?

You: even to get back to me via email and not nessacaraly this second

Agent Thomas A: as it is done by the admins, not at this time unfortunately.

You: is there some one I can talk to that can help me?

Agent Thomas A: I just checked around, there is nobody that can force the transfer to happen as such a large amount of characters are being transferred over

Agent Thomas A: I do apologize for this.

Agent Thomas A: At this time I have logged the issue and that you have specifically requested compensation, that is all I will be able to do at this time
unfortunately.

Agent Thomas A: Are there any different issues I can assist you with right now?

You: no not being able to play the game I paid for is the only issue I am currently having

Agent Thomas A: Thank you for visiting the SQUARE ENIX Support Center! Take care and hope to see you online!

Agent Thomas A has disconnected.
____________________________
Unicorn Hume Nin lvl 95 Smn lvl 95 Thf 95 Bastok Rank 10 Windy Rank 10 San Rank 10 ZM done CoP done ToaU Done
<Clothcraft> 78.1+1
Lvl 95 nin
Lvl 95 blm
Lvl 92 rdm
Lvl 95 smn
http://ffxi.allakhazam.com/profile.xml?44137
Lvl 75 drg
http://ffxi.allakhazam.com/profile.xml?186382
Lvl 95 thf
http://ffxi.allakhazam.com/profile.xml?195344
Lvl 75 blu
http://ffxi.allakhazam.com/profile.xml?198485
#28 Apr 19 2012 at 2:34 PM Rating: Excellent
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542 posts
UchihaSosuke wrote:
Agent Thomas A: Are there any different issues I can assist you with right now?

You: no not being able to play the game I paid for is the only issue I am currently having


Smiley: lol That gave me a chuckle.

Anyway, I'd just like to point out that the people who provide SE customer service aren't necessarily that bad. Having dealt with them myself and read countless stories about them over the years on FFXI forums, it seems to me that they are provided limited information and tools to help you and if your problem is beyond the scope of what they're told they can do to help there really is nothing they can do. There's times when you probably know exactly as much information about how SE is handling a situation as the customer service rep you're talking to, but that's not necessarily because the rep is incompetent, but because they just aren't given the information themselves. This often results in reps being forced to provide damage control rather than useful information, as there's really nothing they can do in such situations.

In short, as frustrating as it is, try to have patience with customer service reps unless they're being particularly rude. In many situations like this they likely really would help you if they were given the information and tools to do so. Smiley: nod

Edit: By the way, note that I'm not saying in any way that SE has good customer service, just that it isn't the customer service reps' fault that it's as bad as it is. In situations where customer service isn't allowed to help you, you'd never get in contact with someone who would be able to help or provide you with information, because they live in an alternate reality and cannot communicate with those in the outside world, whether it be us, their own customer service, or anyone else.

Edited, Apr 19th 2012 4:41pm by Susanoh
#29 Apr 19 2012 at 2:41 PM Rating: Good
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241 posts
Quote:
Smiley: lol That gave me a chuckle.

Anyway, I'd just like to point out that the people who provide SE customer service aren't necessarily that bad. Having dealt with them myself and read countless stories about them over the years on FFXI forums, it seems to me that they are provided limited information and tools to help you and if your problem is beyond the scope of what they're told they can do to help there really is nothing they can do. There's times when you probably know exactly as much information about how SE is handling a situation as the customer service rep you're talking to, but that's not necessarily because the rep is incompetent, but because they just aren't given the information themselves. This often results in reps being forced to provide damage control rather than useful information, as there's really nothing they can do in such situations.

In short, as frustrating as it is, try to have patience with customer service reps unless they're being particularly rude. In many situations like this they likely really would help you if they were given the information and tools to do so. Smiley: nod


Yeah I know this, I have always been more under the impression that it is SE policy that keeps the CSRs useless and I try hard to be nice and polite and keep in mind that its not there fault. that is why I asked to speak to someone else in the hopes I could get and actual SE person not just some outsourced CSR. but your right its not there fault they just have the bad luck to be the public face of this disaster.

Just wanted to post this so others know that no matter what your told your character will just show up eventually and that the CSRs have no real info about what is going on. Really just dont resub I wish I hadnt.
____________________________
Unicorn Hume Nin lvl 95 Smn lvl 95 Thf 95 Bastok Rank 10 Windy Rank 10 San Rank 10 ZM done CoP done ToaU Done
<Clothcraft> 78.1+1
Lvl 95 nin
Lvl 95 blm
Lvl 92 rdm
Lvl 95 smn
http://ffxi.allakhazam.com/profile.xml?44137
Lvl 75 drg
http://ffxi.allakhazam.com/profile.xml?186382
Lvl 95 thf
http://ffxi.allakhazam.com/profile.xml?195344
Lvl 75 blu
http://ffxi.allakhazam.com/profile.xml?198485
#30 Apr 19 2012 at 2:51 PM Rating: Excellent
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542 posts
UchihaSosuke wrote:
Quote:
Smiley: lol That gave me a chuckle.

Anyway, I'd just like to point out that the people who provide SE customer service aren't necessarily that bad. Having dealt with them myself and read countless stories about them over the years on FFXI forums, it seems to me that they are provided limited information and tools to help you and if your problem is beyond the scope of what they're told they can do to help there really is nothing they can do. There's times when you probably know exactly as much information about how SE is handling a situation as the customer service rep you're talking to, but that's not necessarily because the rep is incompetent, but because they just aren't given the information themselves. This often results in reps being forced to provide damage control rather than useful information, as there's really nothing they can do in such situations.

In short, as frustrating as it is, try to have patience with customer service reps unless they're being particularly rude. In many situations like this they likely really would help you if they were given the information and tools to do so. Smiley: nod


Yeah I know this, I have always been more under the impression that it is SE policy that keeps the CSRs useless and I try hard to be nice and polite and keep in mind that its not there fault. that is why I asked to speak to someone else in the hopes I could get and actual SE person not just some outsourced CSR. but your right its not there fault they just have the bad luck to be the public face of this disaster.

Just wanted to post this so others know that no matter what your told your character will just show up eventually and that the CSRs have no real info about what is going on. Really just dont resub I wish I hadnt.


Oh yeah, I know, and you weren't that bad with him either. Smiley: nod I was just posting that as a general comment so that people who might see posts like this wouldn't hold the rep's uselessness against him.

It's really unfortunate that even in situations like this, there's not much anyone on their end can do for you. Hopefully this issue will be resolved soon so that you and others can be done with this mess.
#31 Apr 20 2012 at 12:44 PM Rating: Excellent
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1,606 posts
Susanoh wrote:
It's really unfortunate that even in situations like this, there's not much anyone on their end can do for you. Hopefully this issue will be resolved soon so that you and others can be done with this mess.

That's something that drives me nuts and it's not limited to SE. The first line of contact often have little or no power/authority/whatever to fix your issues. Then things have to be escalated to someone who may or may not be able to help you. Before they can even genuinely try, they have to go over their checklist of stuff (usually what you just went through with the first person). After you have answered all the questions they ask, they then tell you that they are unable to help either and proceed to escalate it to the next tier. After waiting on hold for 25 minutes, the person finally answers and you get disconnected. Then you get to go back through the entire process despite telling the people that you were already at the 3rd tier and should be sent straight to them.

In case it wasn't obvious, I hate dealing with telephone support. Sometimes I get lucky and things work out but generally not.
#32 Apr 20 2012 at 3:11 PM Rating: Excellent
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MrTalos wrote:
Susanoh wrote:
It's really unfortunate that even in situations like this, there's not much anyone on their end can do for you. Hopefully this issue will be resolved soon so that you and others can be done with this mess.

That's something that drives me nuts and it's not limited to SE. The first line of contact often have little or no power/authority/whatever to fix your issues. Then things have to be escalated to someone who may or may not be able to help you. Before they can even genuinely try, they have to go over their checklist of stuff (usually what you just went through with the first person). After you have answered all the questions they ask, they then tell you that they are unable to help either and proceed to escalate it to the next tier. After waiting on hold for 25 minutes, the person finally answers and you get disconnected. Then you get to go back through the entire process despite telling the people that you were already at the 3rd tier and should be sent straight to them.

In case it wasn't obvious, I hate dealing with telephone support. Sometimes I get lucky and things work out but generally not.


I have worked in the industry before, and I can tell you, it's purposefully designed to be difficult to get help from a live, qualified person. Live, qualified persons are expensive, you see. So they usually create a customer service structure that's just frustrating enough that you'll seek your answers without speaking to anyone at all (phone prompts with the solution or online FAQs). Then the next layer of support are the monkeys who have no real power or knowledge (and work cheap) who may be able to help you with common and routine questions. If you want to jump to someone more qualified, the monkeys are trained to resist this as much as politely possible. It's only if you get past all these roadblocks with tremendous persistence and hours of patience that you might be able to speak with someone who has any real power to help you. They're in there somewhere, but they're very difficult to reach.
#33 Apr 20 2012 at 3:27 PM Rating: Decent
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241 posts
thought I would update yesterday my account became active at 10;45pm pst. so it took me 7 days 4 hours ish to get my char transferred over.

one thing that I learned from the char showing up when it did though is your character transfer does not need to take place durring office hours (like I was told it would by SE CSR) so it looks like they must just set a script or something to run and it gets to your cahracter when it gets there.

This leads me to believe though I have no proof the whole thing was being automated and they never had any control over it at all after they first started the process and thats why peoples transfer times have been so varied.
____________________________
Unicorn Hume Nin lvl 95 Smn lvl 95 Thf 95 Bastok Rank 10 Windy Rank 10 San Rank 10 ZM done CoP done ToaU Done
<Clothcraft> 78.1+1
Lvl 95 nin
Lvl 95 blm
Lvl 92 rdm
Lvl 95 smn
http://ffxi.allakhazam.com/profile.xml?44137
Lvl 75 drg
http://ffxi.allakhazam.com/profile.xml?186382
Lvl 95 thf
http://ffxi.allakhazam.com/profile.xml?195344
Lvl 75 blu
http://ffxi.allakhazam.com/profile.xml?198485
#34 Apr 20 2012 at 7:12 PM Rating: Good
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UchihaSosuke wrote:
thought I would update yesterday my account became active at 10;45pm pst. so it took me 7 days 4 hours ish to get my char transferred over.

one thing that I learned from the char showing up when it did though is your character transfer does not need to take place durring office hours (like I was told it would by SE CSR) so it looks like they must just set a script or something to run and it gets to your cahracter when it gets there.

This leads me to believe though I have no proof the whole thing was being automated and they never had any control over it at all after they first started the process and thats why peoples transfer times have been so varied.


Of course it was. They'd have to pay people otherwise.
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#35 Apr 23 2012 at 12:43 AM Rating: Excellent
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Quote:
I have worked in the industry before, and I can tell you, it's purposefully designed to be difficult to get help from a live, qualified person. Live, qualified persons are expensive, you see. So they usually create a customer service structure that's just frustrating enough that you'll seek your answers without speaking to anyone at all (phone prompts with the solution or online FAQs). Then the next layer of support are the monkeys who have no real power or knowledge (and work cheap) who may be able to help you with common and routine questions. If you want to jump to someone more qualified, the monkeys are trained to resist this as much as politely possible. It's only if you get past all these roadblocks with tremendous persistence and hours of patience that you might be able to speak with someone who has any real power to help you. They're in there somewhere, but they're very difficult to reach.


And when you DO find them, you get their pot of gold!

The above by Xoie is actually largely true, but I'll be damned if I've ever found the helpful ones.
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#36 Apr 23 2012 at 6:45 AM Rating: Decent
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TwiddleDee wrote:


Frustration is noted, however a little misplaced. I understand how you feel, and for the majority of your post i can say that. You just happened on bad timing to do something that would normally take a week to resolve, i have been in you shoes before. As for the billing problems, i don't know, as i have not yet encountered said problems. I use direct-pay, with a visa.

Agreed.

I work in Support so it does happen, as much as people will kick*and scream sadly some times it does not help - more and more companies are having this "Robot" feeling because they have a procedure to stick to.

Sadly I can't have too much sympathy about this /rant because to me I would rather take it out on the company to get my problem fixed.

Edited, Apr 23rd 2012 8:50am by Lonix
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