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So I just had a distressing chat with SE SupportFollow

#1 Aug 22 2013 at 9:04 PM Rating: Excellent
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So I pre-ordered FFxiv for my PS3 from the Playstation store over a week ago so I could participate in the Open Beta and Early Access. Unfortunately, I didn't get an 18 digit code from Sony for my purchase, which, is distressing not only because I can't enjoy the Early Access, but I can't register my game with my SE account to set up a subscription, which prevents me from playing the game at all.

I contacted PSN support first, as I purchased the game from them, and they told me that they didn't handle issues regarding third party software and directed me to SE support (and I already felt my inner mi'qote's heart crumbling). I contacted SE chat support, and after an hour, this is the conversation we had, with bonus abrupt disconnect at the end. >.<

Agent Jordan G: Hello and thank you for contacting SQUARE ENIX Customer Support. Just a few moments while I review your question, please.
Agent Jordan G: Hello my name is Jordan, may I please have your name?
You: JD
Agent Jordan G: I'm sorry you will have to contact the PSN store for the 18 digit really access code it should have issued in the order conformation.
You: They directed me to you
You: they said they don't offer assistance with third party software
Communication with the RightNow Chat service has been lost. Please wait while attempts are made to restore the connection.
Disconnection in 240 seconds.
Connection resumed.

You: hello?
Agent Jordan G: I'm sorry they may not be offering the early access with pre-order. You should be able to start playing on the 27th .
You: why wouldn't they be offering early access? I thought anyone who pre-ordered would be eligible. And I pre-ordered two weeks ago
You: PS3 will have early access, won't it?
Agent Jordan G: It is only form official retailer. The PS N store is not listed as a official retailer for FFXIV ARR early access. You can play early access on the PS3.
You: so you're saying that if I wanted early access, i would have had to pre-order a physical copy of the game disc?
You: that the PSN digital download isn't eligible?
Agent Jordan G: No you would have had to order form Gamstone, Walmart, the SQEX store or any other official retailer. Toys R Us sold the game but did not issue early access code same with GreenManGameing.
Agent Jordan G: Thank you for visiting the SQUARE ENIX Support Center! Take care and hope to see you online!
Agent Jordan G has disconnected.

I am starting to feel as though I SE only sees me as a money and not as an actual customer...
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#2 Aug 22 2013 at 9:09 PM Rating: Good
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Sorry to hear that.

As to him disconnecting abruptly, They are getting pummled with support tickets. They've probably been directed to disconnect once they have fully answered a question. Then again I've been hearing there customer support is poor to begin with.
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#3 Aug 22 2013 at 9:12 PM Rating: Good
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They are giving you some bad information. I pre-ordered the PS3 game the same as you did and I have early access. I downloaded the updates today and when I try and log in now on the PS3 it says I need to wait for early access to start.
#4 Aug 22 2013 at 9:12 PM Rating: Good
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Well if you do indeed have a second early access code you could help out a fellow person from ZAM.

http://ffxiv.zam.com/forum.html?forum=152&mid=1377227058255144447
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#5 Aug 22 2013 at 9:15 PM Rating: Good
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I don't have the PS3 version, but I have heard that you don't need a code for EA if bought from PSN.
#6 Aug 22 2013 at 9:17 PM Rating: Good
yea, i ordered mine from PS Store yesterday, i got a theme, early access download, and it loaded up the client already and is just waiting for services to launch. (Download takes hours)

Have them refund your purchase and rebuy it if they keep giving you the run around, maybe you bought it before ps store was setup for pre order?
#7 Aug 22 2013 at 9:25 PM Rating: Decent
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Well the thing is, there is no 18 digit code if you buy it directly from PSN and not from a 3rd party vender. If you brought it from PSN you should have gotten a few downloads. One was the actual game and the client that was used for beta 4. The other was a theme pack. The theme pack is the actual thing that gives you access to EA. So all you need to do is make sure you download that theme pack and you should be in EA. Now to check if you already are in the EA you should go to Account Management >> Transaction Management >> Service List. From there you should see FFXIV. Click on that and you should see something that says Early Access. If you do, your good. If you don't, go back to the PSN store and check under your downloads and download the theme pack.
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#8 Aug 22 2013 at 9:26 PM Rating: Excellent
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Have you linked your PSN Identity to your Square account?

I purchased my copy through the PSN on the 16th, I had participated in the full Phase 3 test, but received no code for phase 4, and was blocked on day one of Phase 4, until the beta sign up was re-opened at 2 am on the next morning. At that point when I re-applied for the beta, the phase 4 code was in my box within seconds. (the email is a gaming specific one that gets no spam, only system mails from MMOs)

On my PS3, going to Account Management>>> Transaction Management>>>Services List>>> FF XIV>>> It lists

FINAL FANTASY XIV:A REALM REBORN Open Beta
FINAL FANTASY XIV:A REALM REBORN Early Access
FINAL FANTASY XIV:A REALM REBORN Standard Edition Pack

Having had no further response from Squenix, I'm hoping that they just screwed up on the phase 4 stuff, but that everything else has been handled on the PSN side.
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#9 Aug 22 2013 at 9:28 PM Rating: Good
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Thanks everyone for the far more informative replies. :D This has gone a long way to alleviate my fears of being unable to play the game.

I am almost of the mind that SE should refer their CS support to this forum, more people here seem to know what's going on than their CS support staff.

Thanks again!

/flail wave!~
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Vrrynn Moonshadow (Mi'qote / Ul'dah / Faerie )
SCH 50 (/*-*)/ WAR 50 (and the rest are works in progress)

Vrrelle Moondancer (Mi'qote / Limsa / Faerie)
PLD 50 (rawr~) MRD 29

Vrrllyrr (Mithra / San d'Oria / Seraph)
Drg 75 (I <3 Lumi!)

"The problem with black and white, is that is turns grey at all the points of contact."

"I feel its an insult to Mithra everywhere that rabbits can /check as 'Tough' instead of 'Lunch'"
#10 Aug 22 2013 at 9:29 PM Rating: Good
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I preordered mine (PC ver) from GreenManGaming and I got my "register-code-for-the-early-access-code" right away.

Sounds like the rep just wanted to get these tickets through asap w/o checking a thing...
#11 Aug 22 2013 at 9:30 PM Rating: Good
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So unprofessional.
#12 Aug 22 2013 at 9:34 PM Rating: Excellent
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Just now, the Game let me load up, Lists the Pre-order items in Account setup.

It kicked me out, when I tried to finalize it, but I feel MUCH better now.

Try it yourself! Feel the crushing disappointment when you can't play.

Edited, Aug 22nd 2013 11:34pm by OtosanOokami
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#13 Aug 22 2013 at 9:34 PM Rating: Decent
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And how exactly do you link the ps3 to our se ID? I played the beta4 does that mean it is already done?
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#14 Aug 22 2013 at 9:35 PM Rating: Excellent
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It was a part of the initial setup once I tried to log in on a new installation.

Game message currently...

"Please wait until the start of the early acces period or official launch to access the game"
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#15 Aug 22 2013 at 9:43 PM Rating: Good
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OH OH OH OH!!!!

Freaking agent Jordan G.

Ya, I know ALL about that abupt disconnect from agent Jordan G.

Check this out. http://ffxiv.zam.com/forum.html?forum=10&mid=1364638028186031813&h=50&p=1#16
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#16 Aug 22 2013 at 10:22 PM Rating: Good
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Ugh not to mention all those typos. Seriously if you get a survey do it and make sure to tell them their CS is crap
#17 Aug 22 2013 at 10:31 PM Rating: Excellent
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Killua125 wrote:
So unprofessional.


Reminds me of a problem I had with SE long ago when they weren't slammed with calls.

I had an issue with payment thinking I had been charged twice unfairly. Turns out that back then they didn't charge you for 30 days like they do now. They charged you for the calendar month.

Example: If you started your FFXI subscription on August 22nd they charge you 12.95 for the month and then charge you another 12.95 on the 1st of September.

When the agent explained that to me I was pretty annoyed. Not only did I pay for service I didn't receive, but I was charged an overdraft by my bank. I'll admit I was lazy and didn't deposit a check that I had to cover it, but I wasn't expecting them to charge me again. I had already talked to my bank and got them to agree to dismiss the charge if I could have the payment reversed so I asked the agent to dismiss the charge. He refused and asked if there was anything else he could do to help me. I explained that the practice of charging people for time they were not using was unsound and explained that I thought it would be fair if he refunded the charge and then immediately charged me again for the current month. He let out a clearly audible sigh, said 'I can't do that', again asked if there was anything ELSE(stressed the word else as it was clear he wasn't going to budge) and then immediately disconnected the call.

This my friends, is why people participate in class action lawsuits Smiley: lol

tl;dr @ OP

Welcome to the craptastic world of SE customer service. Do any and everything in your power to avoid it. The irony of a company creating some of the most memorable and most popular games on the planet being so bad at serving their customers might split your head.


Edited, Aug 23rd 2013 12:32am by FilthMcNasty
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HaibaneRenmei wrote:
30 bucks is almost free

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Its personal preference and all, but yes we need to educate WoW players that this is OUR game, these are Characters and not Toons. Time to beat that into them one at a time.
#18 Aug 22 2013 at 11:24 PM Rating: Good
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Ya it's unfortunate that all that amazing creative talent still has to work under such crappy administration. But SQEnix is still a company and it's all about shareholders and investors, spend a bit more money to put in better customer service? Not unless it generates profit, which is silly because maybe it would, but if the game is good I guess we'll put up with it :(
#19 Aug 23 2013 at 12:16 AM Rating: Good
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Hey Holmes,

Just went to the login screen and saw a message that may pertain to your situation... I don't have a screen I can show you or a link since I am console so I will type it out...

It goes..

"NA Users that Purchased FFXIV: ARR from the Playstation Network from Aug. 13-15....

We have Identified a technical error for users that have purchased the digital version of the FFXIV Standard or Collector's addition, from the playstation network b/w Tue, Aug 13 and Thur, Aug 15.

Rest assured we are working with Sony C.E. America on the issue and further details will be sent directly to affected users via the PS3 xcrossmediabar (xmb) message system.

We apologize for any inconvenience this may cause and thank you for your patience."

Not sure if these are your purchase dates and you are a ps3 user but perhaps this may help with your problem. Again, apologies for no proper quote or screen from login for ps3. Good luck.
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#20 Aug 23 2013 at 1:14 AM Rating: Good
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Where is the chat center? I can't find it. thanks.
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#21 Aug 23 2013 at 1:41 AM Rating: Good
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SyniteonReflux wrote:
Ya it's unfortunate that all that amazing creative talent still has to work under such crappy administration. But SQEnix is still a company and it's all about shareholders and investors, spend a bit more money to put in better customer service? Not unless it generates profit, which is silly because maybe it would, but if the game is good I guess we'll put up with it :(


Well Yoshi said in his F2P post a little while back that SE is in the unique position of not having shareholders and investors to answer to. We already know they don't answer to us... I wonder who it is then?

Grandmomma wrote:
Where is the chat center?


I'll assume you mean SE chat. If not, ignore the following manual I have prepared for your decent into the depths of ****... err, I mean SE customer service Smiley: eek

First go here.

1) Click the link for FFXIV
2) Click 'Billing or Payment Issues' *
3) Click 'Additional Assistance'
4) In the 'Contact Category' select 'Account/Billing'
5) In the 'Contact Sub-category' select 'Compromised SQEX ID' *
6) In the 'Contact Details' type 'My teeth are real' *
7) Click 'Next'
8) Repeat step 7
9) Click 'Proceed to Chat Support'
10) Fill out the form with the information you have registered to your account
11) Click 'Submit'
12) Copy down your ticket number and click 'Proceed to chat'
13) Try to wait patiently as your emotions cycle through eager, anxious, bored, annoyed, frustrated, asleep, frantic and about any and everything in between


* The selections or information you provide here doesn't really matter. The main reason for selecting the ones I chose is that depending on which problem you select, sometimes you are not offered the option to select chat. In fact, most of them only allow you to send an email. Oddly enough, the email you receive has a 99.7% chance of saying "Thank you for contacting Square Enix support center. Please call 555-5555 during normal business hours as we cannot assist you with your issue through email".

Just a warning, the chat assistance is just as anxious to get you out of their chat as the phone agents are to hang up on you Smiley: glare

Edited, Aug 23rd 2013 3:50am by FilthMcNasty
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Rinsui wrote:
Only hips + boobs all day and hips + boobs all over my icecream

HaibaneRenmei wrote:
30 bucks is almost free

cocodojo wrote:
Its personal preference and all, but yes we need to educate WoW players that this is OUR game, these are Characters and not Toons. Time to beat that into them one at a time.
#22 Aug 23 2013 at 4:52 AM Rating: Decent
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All these people just learning about SE ****** customer support. I remember when my FFXI account got hacked on a Friday night back in 2004. I couldn't get it locked until Monday when I could call tech support. Back in those days, GM's couldn't lock accounts.

There are going to be some AMAZING (in horrible, horrible ways) stories to come out the next couple weeks about SE support.
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#23 Aug 23 2013 at 5:16 AM Rating: Good
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chomama wrote:
Hey Holmes,

Just went to the login screen and saw a message that may pertain to your situation... I don't have a screen I can show you or a link since I am console so I will type it out...

It goes..

"NA Users that Purchased FFXIV: ARR from the Playstation Network from Aug. 13-15....

We have Identified a technical error for users that have purchased the digital version of the FFXIV Standard or Collector's addition, from the playstation network b/w Tue, Aug 13 and Thur, Aug 15.

Rest assured we are working with Sony C.E. America on the issue and further details will be sent directly to affected users via the PS3 xcrossmediabar (xmb) message system.

We apologize for any inconvenience this may cause and thank you for your patience."

Not sure if these are your purchase dates and you are a ps3 user but perhaps this may help with your problem. Again, apologies for no proper quote or screen from login for ps3. Good luck.


Here's the link: http://forum.square-enix.com/ffxiv/threads/64278-NA-NA-Users-that-Purchased-FFXIV-ARR-from-the-PlayStation-Network-from-Aug.-13-15?p=1028478&viewfull=1#post1028478
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#24 Aug 23 2013 at 7:42 AM Rating: Good
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FilthMcNasty wrote:

Well Yoshi said in his F2P post a little while back that SE is in the unique position of not having shareholders and investors to answer to. We already know they don't answer to us... I wonder who it is then?


I think it's more that they didn't need to raise money to build FFXIV because they have a good portfolio that still makes money, but there is still underneath it all a stock and investors who would like to see FFXIV generate a profit.

Regardless Yoshi-P has full power over the product itself since he knows best and the higher ups have probably decided it's best to leave it up to him - he also states that the community from P2P is better and so is stable income, I totally agree. But as far as customer service, user feedback and engagement goes, that's something a large old company like SQ has a hard time adapting to changing times. I doubt he has much control over the payment system, account management, administration and customer service. That's stuff that his bosses manage for him, heck he has enough on his plate already, but any CEO/corporation only looks at its shareholders right, so unless sinking 5 million into revamping customer service policies is going to generate a tangible 7 million in returns, it's not going to happen =/

They are improving though! I know they have more community managers now.

Edited, Aug 23rd 2013 9:43am by SyniteonReflux
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