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how long it takes for SE to reply to a support tickettFollow

#1 Aug 29 2013 at 2:45 PM Rating: Good
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any one know how long it takes SE to reply to a Support Tickett


I did the noobest thing of adding my game to another service account instead of the one i was using and now my free trial iwill be ending tomorrow and my time on the other service has started going down aswell so wanted to know how long it takes them to reply


Thanks
#2 Aug 29 2013 at 2:48 PM Rating: Good
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at the moment, about 72 hours
#3 Aug 29 2013 at 2:56 PM Rating: Excellent
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10 days before this arrived this morning.

Dear Customer,

Due to the overwhelming volume in regards to the upcoming launch of FINAL FANTASY XIV: A Realm Reborn, we have been regretfully unable to respond to your request within the expected 48 hours. Because of this, your ticket has been closed in order to prioritize time-sensitive issues being reported during Early Access. If you have not yet found a self-resolution for your issue, we ask that you create another ticket after searching our Knowledge Base. Please also select the best category and sub-category pertaining to your issue for accurate delivery of your ticket.

We sincerely apologize this inconvenience and thank you for your understanding.

Thank you,
The SQUARE ENIX Support Center


PS... Technically 12 as this is their Second response to the same ticket. and it was a linking-service accounts question, not a "Help me I can't get in" letter.



Edited, Aug 29th 2013 5:07pm by OtosanOokami
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#4 Aug 29 2013 at 6:55 PM Rating: Good
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FFXIV - Great game

SE Customer Service - “choice word“


It takes several days to get a response to an inquiry, and more often than not the response does zero to even attempt to resolve your issue. If anything kills this game, it will be the appalling level of customer service by the company, and not the game itself. Yoshi-P needs to ride the elevator down to the customer service center and start cracking some heads.
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#5 Aug 29 2013 at 7:02 PM Rating: Good
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got same message when trying to unlock my pc version.
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#6 Aug 29 2013 at 7:56 PM Rating: Good
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Quote:
Dear Customer,

Due to the overwhelming volume in regards to the upcoming launch of FINAL FANTASY XIV: A Realm Reborn, we have been regretfully unable to respond to your request within the expected 48 hours. Because of this, your ticket has been closed in order to prioritize time-sensitive issues being reported during Early Access. If you have not yet found a self-resolution for your issue, we ask that you create another ticket after searching our Knowledge Base. Please also select the best category and sub-category pertaining to your issue for accurate delivery of your ticket.

We sincerely apologize this inconvenience and thank you for your understanding.

Thank you,
The SQUARE ENIX Support Center


Got this today as well.
#7 Aug 29 2013 at 8:23 PM Rating: Decent
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Got 2 service accounts as well. Problem with this is that I can't register my 1.0 copy to the proper account so that I can link my PS3 CE version to my PC. Sent two emails/tickets in, one 2 days ago with a response that says they can't solve the problem through Email and to use the Chat Support. But there is a problem, I never get an option for chat support, nor can I find or force a Chat support. All I get is Email support.... Waiting for a response to my second ticket.

PS:; I don't care if I lose my 1.0 character as I'm starting fresh, but I want to use my 1.0 registration.
PSS:; Members site no longer offers game registration with the 4-4-4-4 format anymore since they changed everything >.<

Edited, Aug 29th 2013 10:24pm by Demonadrastos
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#8 Aug 29 2013 at 8:28 PM Rating: Good
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If you have to contact SE customer support, make sure you select an option that allows you to speak with an agent either through chat service or over the phone. IIRC the options about resetting your password will work. Fill out all the fields with the correct information, but in the details box where you describe your issue, make sure you state what the real problem is.
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#9 Aug 29 2013 at 8:39 PM Rating: Decent
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FilthMcNasty wrote:
If you have to contact SE customer support, make sure you select an option that allows you to speak with an agent either through chat service or over the phone. IIRC the options about resetting your password will work. Fill out all the fields with the correct information, but in the details box where you describe your issue, make sure you state what the real problem is.

Always jumping through hoops lol. Anyways, sadly it's after hours for chat, so I can't even attempt it

Edited, Aug 30th 2013 1:33am by Demonadrastos
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DemonAdrastos of Titan(Retired)
PLD83, THF79, NIN85, WAR45, RDM45, SMN31, DRK37, DRG25
Windurst 10, Promathia COMPLETE, Zilart COMPLETE, ToAU 20

Paladin ~ Deimos Adrastos of Behemoth
#10 Aug 29 2013 at 8:47 PM Rating: Default
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If you think customer service response is bad now, give it 4 weeks or so when the game sales have fallen off.

SE will then thin the dev team and customer service to the bone.

And I'm not knocking SE specifically for this; it's become S.O.P. in the gaming industry.

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#11 Aug 29 2013 at 10:41 PM Rating: Good
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I found this:

http://www.incgamers.com/2013/08/final-fantasy-xivs-launch-activation-causing-issues

Seems a lot of people had this happen. If you read down to the bottom of the article, there's a link to the support page where you fill out the form for your service account fix.
They say in the form it could take up to 2 weeks, which I understand considering the thousands of people who must've done this. SE needs to kick their registration website designer's *** imo. I'd be more than happy to help them out there.
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#12 Aug 29 2013 at 11:28 PM Rating: Decent
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Problem with that, I have had 2 service accounts since 2010, but Before they updated the page and added the Mogstation, neither said what was on what account. So I ended up registering my PS3 CE on the opposite account of my PC 1.0 registration. So now I can't link my PS3 to my PC.

EDIT:: I don't know why I have 2 service accounts to begin with.

Edited, Aug 30th 2013 1:29am by Demonadrastos
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PLD83, THF79, NIN85, WAR45, RDM45, SMN31, DRK37, DRG25
Windurst 10, Promathia COMPLETE, Zilart COMPLETE, ToAU 20

Paladin ~ Deimos Adrastos of Behemoth
#13 Aug 29 2013 at 11:29 PM Rating: Good
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I also got the "please F off" response for my problem about a week before early access.

I have no idea why, but I had an absolutely ridiculous time trying to order the CE digital copy. In the end I HAD to use my work email because their system was coming up with errors and would not accept my email adress when trying to use my regular email that I used for SE stuff.

My support ticket pretty much asked them WTF, how do I pay you to get this game... Simply absurd that their system actually prevents people from paying them money for their product.

Good thing I *really* wanted this game, because no normal person would go through that much trouble to pay someone and get that much hassle.
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#14 Aug 30 2013 at 6:24 AM Rating: Decent
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after reading all ur threads im starting to think is there a point in me wasting time on the account that has the ce on and just make a new char on that or wait till they fix the problem with the account that has my lvl 30 white mage
#15 Aug 30 2013 at 7:03 AM Rating: Decent
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Their support right now is beyond bad,
They do now have a special ticket for the service account issue and will take care of it once..
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