Forum Settings
       
Reply To Thread

Square Enix Support Center: 1-858-790-7529Follow

#1 Sep 19 2013 at 1:47 PM Rating: Excellent
***
3,178 posts
Square Enix Support Center: 1-858-790-7529

For anyone trying to reach SquareEnix for game or account support, here is some advice. Try following the list below:

1.) Get a ticket number from the support website. Skip this step, it's a hassle.
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. The Chat support and Email support systems 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 support 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 3:49pm by Gnu
#2 Sep 19 2013 at 1:52 PM Rating: Good
Avatar
***
1,208 posts
Gnu wrote:
Square Enix Support Center: 1-858-790-7529

For anyone trying to reach SquareEnix for game or account support, here is some advice. Try following the list below:

1.) Get a ticket number from the support website. Skip this step, it's a hassle.
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. The Chat support and Email support systems 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 support 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 3:49pm by Gnu


STICKY!!!!!
____________________________
The Kraken Club - (Ultros FC)
Character Name: Meat Mithkabob
#3 Sep 19 2013 at 1:52 PM Rating: Excellent
Avatar
**
745 posts
If you are a tank or a healer they will answer within one minute.
____________________________
FFXIV - Neo Geo (formerly Droxy Durango)
FFXI - Brit *Manly man on the Fairy server*
{Retired for good in 2010 after the server transfer and forced name change)

#4 Sep 19 2013 at 1:57 PM Rating: Excellent
Avatar
***
1,208 posts
Droxy wrote:
If you are a tank or a healer they will answer within one minute.


True story.
____________________________
The Kraken Club - (Ultros FC)
Character Name: Meat Mithkabob
#5 Sep 19 2013 at 2:18 PM Rating: Good
9 posts
Droxy wrote:
If you are a tank or a healer they will answer within one minute.



Ok, that was F^%&ing priceless right there ROFL. Made my day.
#6 Sep 19 2013 at 2:36 PM Rating: Excellent
Gnu wrote:
Square Enix Support Center: 1-858-790-7529

For anyone trying to reach SquareEnix for game or account support, here is some advice. Try following the list below:

1.) Get a ticket number from the support website. Skip this step, it's a hassle.
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. The Chat support and Email support systems 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 support 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 3:49pm by Gnu


The SE Support Center is about 20 minutes from my house. I can go slap some operators around if you think it will help...
#7 Sep 19 2013 at 5:25 PM Rating: Good
Scholar
Avatar
**
611 posts
Droxy wrote:
If you are a tank or a healer they will answer within one minute.


You win ZAM today sir... too funny ...
____________________________
FFXI Ronyn RDM 75 (R.I.P.) -Fairy / BarretJax 95 MNK (Non-Active) - Asura
Ronin Olorin / Ronyn Oloryn (Active) - Ultros Server

"Go placidly amid the noise and haste, and remember what peace there may be in silence." - Max Ehrmann
#8 Sep 19 2013 at 6:37 PM Rating: Decent
*
181 posts
Too good.
____________________________
Wiggums: "Lou! Lou are you alright!?"
Lou: The electric yellow has got me by the brain banana.
Hunter Gathers (Goblin)
#9FilthMcNasty, Posted: Sep 19 2013 at 7:09 PM, Rating: Sub-Default, (Expand Post) Why would you lie to them about getting a ticket? It's not like you don't have enough time to get one while you're waiting a few hours. Even if you didn't have time just tell them you didn't get one. They're not going to hang up on you after you waited several hours to get through.
#10 Sep 19 2013 at 7:12 PM Rating: Decent
***
3,450 posts
FilthMcNasty wrote:
Why would you lie to them about getting a ticket? It's not like you don't have enough time to get one while you're waiting a few hours. Even if you didn't have time just tell them you didn't get one. They're not going to hang up on you after you waited several hours to get through.


They might.

Better to hedge against that since they can just assign you one.
____________________________
svlyons wrote:
If random outcomes aren't acceptable to you, then don't play with random people.
#11 Sep 19 2013 at 7:35 PM Rating: Excellent
***
3,178 posts
FilthMcNasty wrote:
Why would you lie to them about getting a ticket? It's not like you don't have enough time to get one while you're waiting a few hours. Even if you didn't have time just tell them you didn't get one. They're not going to hang up on you after you waited several hours to get through.


Your questions have good answers. First, like I said it is a hassle. You have to click through a great deal of questions about what your issue is. Generally, none of the options are your issue. So you just fill out some meaningless nonsense. It takes time and serves no purpose. You will be run through a trouble shooting process that is time consuming and has a 0% chance of helping you. You may even click in circles for awhile until you find the magic combination that allows Link to get to the graveyard. If you would like to actually get your ticket #, by all means go ahead.

I would prefer to spend my waiting time fixing dinner or giving the kids a bath or working (at work) or walking the dog or gardening or pretty much any other thing (I have done all those things and more while on hold with SE). A better quality customer service center would not require you to jump through hoops to receive service. We can debate the relative quality of other customer service centers, but that is not the primary purpose of this thread.

Secondly, you are absolutely wrong. Similar to telling SE that you shared your account information, if you tell them you did not bother to get a ticket they will simply tell you you have to get one and hang up. If you want to spend an hour or two waiting to test this be my guest. That is exactly what happens, you tell them, "Just one second I'll get one now, I've been on hold for hours" and they say "Please get a service ticket number and call back, Thank you" and hang up.


Edited, Sep 19th 2013 9:38pm by Gnu
#12 Sep 19 2013 at 8:19 PM Rating: Default
****
4,153 posts
Gnu wrote:
Your questions have good answers. First, like I said it is a hassle. You have to click through a great deal of questions about what your issue is. Generally, none of the options are your issue. So you just fill out some meaningless nonsense. It takes time and serves no purpose.

They ask you for your account details and a brief(character limited) description of your issue. It doesn't take any less time than it would to verify your details over the phone and it lets them know what your problem is.

Also, you don't need a ticket to speak with a rep. You never have. The only time you're told to get a ticket and disconnected is if you attempt to contact them via chat.

If you get hung up on after waiting hours, probably to fix an issue you shouldn't have had in the first place... what are you doing with your life? People constantly stand up and stick up for SE. I don't get it.
____________________________
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.
#13 Sep 19 2013 at 10:10 PM Rating: Excellent
***
3,178 posts
FilthMcNasty wrote:
Gnu wrote:
Your questions have good answers. First, like I said it is a hassle. You have to click through a great deal of questions about what your issue is. Generally, none of the options are your issue. So you just fill out some meaningless nonsense. It takes time and serves no purpose.

They ask you for your account details and a brief(character limited) description of your issue. It doesn't take any less time than it would to verify your details over the phone and it lets them know what your problem is.

Also, you don't need a ticket to speak with a rep. You never have. The only time you're told to get a ticket and disconnected is if you attempt to contact them via chat.

If you get hung up on after waiting hours, probably to fix an issue you shouldn't have had in the first place... what are you doing with your life? People constantly stand up and stick up for SE. I don't get it.


What I don't get is saying a bunch of things that aren't even true in a thread meant to help people.

What do you have to gain? What is this attitude as if I have ****** you off somehow? You asked a question, I gave you a fair and reasonable answer.

EDIT: Edit out the name calling. Everyone ended up learning something here, good enough.

Edited, Sep 20th 2013 1:47pm by Gnu
#14 Sep 19 2013 at 10:51 PM Rating: Default
****
4,153 posts
Gnu wrote:
FilthMcNasty wrote:
Gnu wrote:
Your questions have good answers. First, like I said it is a hassle. You have to click through a great deal of questions about what your issue is. Generally, none of the options are your issue. So you just fill out some meaningless nonsense. It takes time and serves no purpose.

They ask you for your account details and a brief(character limited) description of your issue. It doesn't take any less time than it would to verify your details over the phone and it lets them know what your problem is.

Also, you don't need a ticket to speak with a rep. You never have. The only time you're told to get a ticket and disconnected is if you attempt to contact them via chat.

If you get hung up on after waiting hours, probably to fix an issue you shouldn't have had in the first place... what are you doing with your life? People constantly stand up and stick up for SE. I don't get it.


What I don't get is saying a bunch of things that aren't even true in a thread meant to help people.

What do you have to gain? What is this attitude as if I have ****** you off somehow? You asked a question, I gave you a fair and reasonable answer. To which you rate me down and continue with your nonsense trolling. Every now and then, instead of taking the high road, I just want to tell one of you snotty jerks to just **** off.


Check the top of the forum. I have a sticky there intended to help people. I don't have an attitude.

I called SE a few weeks ago to confirm information for said thread. There is no selection to make for 'trying to help your customers wade through the muck that is your pre-order and early access process' when you contact SE customer support. Needless to say, I didn't have a ticket. I verified that I had an account, provided them the account information and they answered some of my questions. No ticket and I got service.

Now you might get an agent that's having a bad day and is in a hurry to get rid of you, but they only require tickets when you contact them via chat. If you don't supply them with a ticket during a phone call they just remind you that it's something you can do while waiting on hold and expedite the process. Maybe they disconnected because it makes them feel better to hang up on people? Maybe the agent you spoke with was misinformed. The agent I spoke with was rather polite(which was a change) and she simply suggested to me that I use the website to create a ticket.

I have also had chat agents direct me specifically to select an option in the support website that isn't actually my issue. Because of the way they have it set up there are options that when selected, will only allow you to contact them via email. 99% of the time the email says something like "Your issue isn't something we can deal with through email. Please contact us during normal business hours..." and you have to call or chat anyway.

So it's actually you who is providing false info. A "thank you" for the correct info would have done, but I guess I'll settle for 'snotty jerk'.
____________________________
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.
#15 Sep 20 2013 at 3:00 AM Rating: Default
**
639 posts
First off you don't need a ticket number. Second off, a security token won't protect you. Some people may know as I inherited a friends security token in 2010. In doing so, you can change all information. If someone wants to steal your token all they need is your token ID, and the registration code. SE will give away the birthday if you call enough, and they will change the email and even name on the token once you provide the game key.

To get a game key, or have it stolen is easy these days. Any online one you buy, steam, amazon, gamefly. all these and others store your CD key. If someone takes that they can take over your account through SE. As I just did it. So don't worry about ticket numbers but keep your account info online safe.
#16 Sep 20 2013 at 3:01 AM Rating: Decent
*****
12,622 posts
I vote for sticky.
____________________________
Blah
#17 Sep 20 2013 at 3:04 AM Rating: Decent
****
4,153 posts
Lefein wrote:
I vote for sticky.

Take my sticky down and put this up instead.
____________________________
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.
#18 Sep 20 2013 at 6:33 AM Rating: Excellent
***
3,178 posts
FilthMcNasty wrote:
I called SE a few weeks ago to confirm information for said thread. There is no selection to make for 'trying to help your customers wade through the muck that is your pre-order and early access process' when you contact SE customer support. Needless to say, I didn't have a ticket. I verified that I had an account, provided them the account information and they answered some of my questions. No ticket and I got service.

Now you might get an agent that's having a bad day and is in a hurry to get rid of you, but they only require tickets when you contact them via chat. If you don't supply them with a ticket during a phone call they just remind you that it's something you can do while waiting on hold and expedite the process. Maybe they disconnected because it makes them feel better to hang up on people? Maybe the agent you spoke with was misinformed. The agent I spoke with was rather polite(which was a change) and she simply suggested to me that I use the website to create a ticket.

I have also had chat agents direct me specifically to select an option in the support website that isn't actually my issue. Because of the way they have it set up there are options that when selected, will only allow you to contact them via email. 99% of the time the email says something like "Your issue isn't something we can deal with through email. Please contact us during normal business hours..." and you have to call or chat anyway.


Fair enough. That is a helpful description of your experience with phone support. Maybe we can determine which of the selected options actually get you to the phone number rather than the Email support only. I can also say that many of the agents I have spoken with are polite. I have been telling the that I couldn't get a ticket since back in Ver1.0 (30002 error) when I was hung up on for not having one. I've called maybe a dozen times for various issues back then. Only called once since ARR release. Perhaps they have progressed, or like you said I just stumbled on an agent having a bad day.
#19 Sep 20 2013 at 9:55 AM Rating: Good
Scholar
Avatar
**
587 posts
Reported for Sticky.

Thanks.
____________________________
FFXIV
Vencedor Solares - 50 PLD

WoW
Vencedor - 85 Protection Paladin - Ner'zhul
Dancingedge - 85 Rogue - Ner'zhul

FFXI
Weran - 75SAM | 75THF | 100+2+3 Woodworking
#20 Sep 20 2013 at 12:03 PM Rating: Good
****
4,153 posts
Gnu wrote:
Fair enough. That is a helpful description of your experience with phone support. Maybe we can determine which of the selected options actually get you to the phone number rather than the Email support only. I can also say that many of the agents I have spoken with are polite. I have been telling the that I couldn't get a ticket since back in Ver1.0 (30002 error) when I was hung up on for not having one. I've called maybe a dozen times for various issues back then. Only called once since ARR release. Perhaps they have progressed, or like you said I just stumbled on an agent having a bad day.


None of the options give you the phone number.

What happens is your issue is given a priority based on what you select. That is done because some people contact support when they don't know the controls and are too dumb to read their manual. Stuff like this is handled by email. They want to make sure that your issue is worthy of the attention of a paid customer support agent before they allow one to speak with you. They're cheap-asses just like any other business.
____________________________
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.
Reply To Thread

Colors Smileys Quote OriginalQuote Checked Help

 

Recent Visitors: 58 All times are in CST
Lyrailis, Anonymous Guests (57)