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Square Enix support is non existentFollow

#1 Sep 17 2013 at 4:01 PM Rating: Decent
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Need to call them out on this. I still have not been able to reach anybody to help me with my problems.
#2 Sep 17 2013 at 5:20 PM Rating: Good
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SE support is absolute crap. Even if you can contact them they will do absolutely nothing to help you. Don't look for or expect compassion, or try to evoke it in them, because you won't get it. Square's customer service is the last remaining regime of the horror show that was pre 2.0 XIV.
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#3 Sep 17 2013 at 5:35 PM Rating: Good
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This is one fact that will brook no argument nor engender any white knighting from 99.99% of this forum.
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#4 Sep 17 2013 at 5:48 PM Rating: Decent
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yea, i sent them 2 emails trying to get my old 1.0 acount running, they said both times that they didn't take it lightly but they are cancelling my ticket as they have more pressing concerns. figure i will wait another month and try again to get my security token removed so my wife can try the game.
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#5 Sep 18 2013 at 6:14 AM Rating: Excellent
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hanibalz wrote:
yea, i sent them 2 emails trying to get my old 1.0 acount running, they said both times that they didn't take it lightly but they are cancelling my ticket as they have more pressing concerns. figure i will wait another month and try again to get my security token removed so my wife can try the game.

Wow if that were me, I'd take their game back.

Customer service really is the backbone if any company. May as well just put it on your foreheards: "KEEP YOUR MONEY AWAY FROM US" if you aren't going to be helpful.

Edited, Sep 18th 2013 8:15am by TwilightSkye
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#6 Sep 18 2013 at 6:26 AM Rating: Excellent
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hanibalz wrote:
yea, i sent them 2 emails trying to get my old 1.0 acount running, they said both times that they didn't take it lightly but they are cancelling my ticket as they have more pressing concerns. figure i will wait another month and try again to get my security token removed so my wife can try the game.


Ok, this post right here makes me extremely glad I have not had the displeasure of requiring help from SE's customer support. Love the game, but apparently, the effort they put into the game is not a company wide state of mind.
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#7 Sep 18 2013 at 6:44 AM Rating: Decent
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I had issues with my legacy character from 1.0, but decided to stay ***** it and start completely over and have had zero problems. I knew trying to contact SE wouldn't be worth it. Less headache and a chance to experience the beginning of the game all over again was just fine with me :)
#8 Sep 18 2013 at 8:13 AM Rating: Good
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FringeBenefits wrote:
I had issues with my legacy character from 1.0, but decided to stay ***** it and start completely over and have had zero problems. I knew trying to contact SE wouldn't be worth it. Less headache and a chance to experience the beginning of the game all over again was just fine with me :)

It's always sad to see mediocrity go rewarded.
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#9 Sep 18 2013 at 9:35 AM Rating: Good
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Yeah, not happy with them. I have been trying to get a response from them since the day everyone got their CE items and I did not.

Needless to say, I have been dreading trying to call them, and they bury their online chat so weirdly that I can't even find it...
#10 Sep 18 2013 at 9:48 AM Rating: Decent
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They have only replied to 1 of my emails, and that 1 reply telling me to use chat support. 15+ chat attempts failed with "There are no agents available" well within business hours. Would start at 100-119 on queue, and then I get that message every time the queue reaches 1. 10+ tickets later, still no reply.

Sad thing is that my problem is a very simple one... I need them to delete one of my service accounts.... I have 2, only need 1.
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#11 Sep 18 2013 at 10:26 AM Rating: Decent
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My favorite:

A few days ago i had a 3102 or w/e the error for already being logged in. My brother said i was in my inn room (where i logged out). I had logged out the night before at 10 cst, and was trying to log back in at 4pm the next day.

Log out at 10pm in inn room
Try to login at 4pm the next day and get 3102
Wait 24 hrs and I try again and get in
2 days later I get the email...

"We fixed the 3102 error with the previous patch so we are closing this ticket".

No server down time/patches between my 3102 and me getting back in.

Their CS is a total joke lol
#12 Sep 18 2013 at 2:25 PM Rating: Decent
38 posts
I had been trying to reach through email, chat and phone support since launch. I'm a 1.o player that wants to return to this game. The security token decided to no longer work and gone missing. There is no way to login without the token SIGH...
#13 Sep 18 2013 at 3:19 PM Rating: Good
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I'd really love to defend square enix, but on this case, its just impossible, their support is atrocious to say the least =/, thankfully the game more than makes up for it.

Edited, Sep 18th 2013 5:19pm by MitArgento
#14 Sep 18 2013 at 11:04 PM Rating: Decent
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Be glad we're not playing FFXI. My wife wanted to play it again, and at the time of this post so far for 2 weeks she has not been allowed to resubscribe. It keeps giving her a message that the part of the service is under maintenance. She's not alone either.. no one can resubscribe to the game. Oh, they also cannot cancel their subscription.

Trying to contract support has lead to 0 contact for people. Phone support, they cannot reach. Online support gets in a queue and once you reach first position they tell you no one is thee to help you, and no response from them via email.

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#15 Sep 19 2013 at 3:15 AM Rating: Decent
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crims0n wrote:
Need to call them out on this. I still have not been able to reach anybody to help me with my problems.


I work as IT-support in a big company. I am one person helping around 600 people.

The information that has sipped out from Customer-support at SE is that they are a very small group handling hundreds of thousands of customers...
#16 Sep 19 2013 at 3:52 AM Rating: Decent
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SE? Bad customer service? That's like saying the sky is blue. Or water is wet. Or the Yankees are evil.

Sorry you had to learn it the hard way, but yeah SE's customer service has always been bad. Last I knew they still had an F from the BBB.
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#17 Sep 19 2013 at 8:43 AM Rating: Good
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mishayangg wrote:
crims0n wrote:
Need to call them out on this. I still have not been able to reach anybody to help me with my problems.


I work as IT-support in a big company. I am one person helping around 600 people.

The information that has sipped out from Customer-support at SE is that they are a very small group handling hundreds of thousands of customers...


I am not upset with the individuals working there, but rather the decision that somehow, not only that 14 wasn't going to have a successful launch, but that it wouldn't need the support for either a flawed and/or successful launch.

As a result, they are WAY understaffed, and the staff that they do have is frayed at every end. Personally, if I were a support rep working for them, I would probably quit and take a job at McDonalds just to have less stress, and not have nightmares of dealing with people who are already mad by the time they get on the phone.

Basically, there is no good outcome for this unless they increase their support. Even a seasonal increase just to get through the next 6 months. Or god forbid, hire a US based support firm. They exist. They are not the best choice, but, in a crunch, it's better than not supporting your customers.

Bah..
#18 Sep 19 2013 at 9:00 AM Rating: Good
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I know for a fact you can basically "rent" a call center for a short campaign, even a customer service one, because I worked as a supervisor in such a call center and that's exactly what companies did.

It costs an arm and a leg ($30/rep hour) but it's better than what they're doing, which is trying to run customer service with a dozen overstressed people.
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FFXI: Catwho on Bismarck: Retired December 2014
Thayos wrote:
I can't understand anyone who skips the cutscenes of a Final Fantasy game. That's like going to Texas and not getting barbecue.

FFXIV: Katarh Mest and Taprara Rara on Lamia Server - Member of The Swarm
Curator of the XIV Wallpapers Tumblr and the XIV Fashion Tumblr
#19 Sep 19 2013 at 9:19 AM Rating: Excellent
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Square Enix Support Center: 1-858-790-7529

I have some advice if you are still trying to reach support. Follow the list below:

1.) Get a ticket number from the support website. Skip this step, it's a hassel.
2.) Call the number above and wait. Be prepared to have over an hour of wait time. Someone WILL eventually answer.
3.) When someone finally answers, they will ask for your Ticket #. Tell them that their Ticket number system had an error and you could not get one.
4.) They will immediately and without question give you a ticket number. Please write this down in case you have to call back.
5.) Do not under any circumstances tell SE support that you have given your account information to anyone at all, ever. Not even your mother. Or your twin brother. If you have given your account info to someone, who cares? SE does. Don't tell them.

At this point someone will actually help you. Chat support and email support are not good at all. But phone support is actually functional after the initial wait.

You WILL NOT have any trouble verifying that you are the account holder in the event of a lost key fob or software app. If you stay on the phone someone WILL answer. The is by far the best way to get actual support from SE. Email can take days and days. Phone Support is a waste of a couple hours but at least you will get what you need.




Edited, Sep 19th 2013 11:20am by Gnu
#20 Sep 19 2013 at 9:19 AM Rating: Good
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I almost contacted Customer support because of the second account they added because of the beta trials ,but the pick a ticket and wait is worse than getting a live person that try to help and fails. I bought a token years ago not because of hacking it was so I didn't have to deal with SE Customer service.
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#21 Sep 19 2013 at 9:20 AM Rating: Default
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Yes they have bad support, Im not sure whose is worse SE, or funcom.
#22 Sep 19 2013 at 9:26 AM Rating: Excellent
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A tip from the folks in FFXI is to call the second that SE customer support opens on the west coast, or even a minute or two before. Someone there said they got through in about four minutes.
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FFXI: Catwho on Bismarck: Retired December 2014
Thayos wrote:
I can't understand anyone who skips the cutscenes of a Final Fantasy game. That's like going to Texas and not getting barbecue.

FFXIV: Katarh Mest and Taprara Rara on Lamia Server - Member of The Swarm
Curator of the XIV Wallpapers Tumblr and the XIV Fashion Tumblr
#23 Sep 19 2013 at 10:01 AM Rating: Excellent
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3,450 posts
Is it weird that I've never had any issues getting support through their live chat? Of course that was before FFXIV's relaunch. Sounds like it's a wasteland where dreams go to die by this point.

Gnu wrote:
Square Enix Support Center: 1-858-790-7529

I have some advice if you are still trying to reach support. Follow the list below:

1.) Get a ticket number from the support website. Skip this step, it's a hassel.
2.) Call the number above and wait. Be prepared to have over an hour of wait time. Someone WILL eventually answer.
3.) When someone finally answers, they will ask for your Ticket #. Tell them that their Ticket number system had an error and you could not get one.
4.) They will immediately and without question give you a ticket number. Please write this down in case you have to call back.
5.) Do not under any circumstances tell SE support that you have given your account information to anyone at all, ever. Not even your mother. Or your twin brother. If you have given your account info to someone, who cares? SE does. Don't tell them.

At this point someone will actually help you. Chat support and email support are not good at all. But phone support is actually functional after the initial wait.

You WILL NOT have any trouble verifying that you are the account holder in the event of a lost key fob or software app. If you stay on the phone someone WILL answer. The is by far the best way to get actual support from SE. Email can take days and days. Phone Support is a waste of a couple hours but at least you will get what you need.


Good advice here. Actually this is pretty good advice for dealing with most tiered support. I do similar things anytime I have to call Comcast.
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