Horrible Customer Support!!!! Online and Phone!!

[marvin83]

Hello!! ... This is going to be an awesome thread and hopefully a wake up call for your customer service/support. I work myself as a supervisor for Xbox customer service support. I recently called in with some connection issues which I then later figured out ON MY OWN through friends who play more steadily than I do. All of which could have and should have been helped/answered by your customer service. The people I spoke to were incredibly RUDE, when asking questions and explaining my situation came back with smart remarks! Being apart of customer service myself and answering phones full time for my company we would never in a MILLION years be so rude and mistrusting of a customer and their issue. FURTHER MORE! Upon requesting a supervisor .. IT WAS DENIED! A customer should NEVER be denied to talk to a supervisor no matter what their issue is! Agent1: "we can't transfer to supers at this time.". Agent2: "I need more information before I can" <~Which was understandable... but when I did.. be it for a complaint or not... it should never be denied!! Yes, I called to talk to a supervisor because of the most AWFUL, HORRIBLE, INCREDIBLY RUDE, customer service I received on MULTIPLE occasions! It just blew my mind away as to how bad it actual was. Especially from someone who takes over 360 calls a month NEVER ONCE acting like that to a customer myself... Is just unbelievable. Something seriously needs to be done, and I hope the corporation greatly considers hiring agents from Alpine Access... Because this.. was ridiculous. I don't know how many times I can say it.. You're awful.. plain and simple.

[marvin83]

To elaborate...
My name is Kevin A. I created my Square Enix members back in June of 2009 to get a security token added to my account. Yay, more secure and a Mog Satchel, awesome. Anyways, I added a friend who was low on cash to my SE ID so they could get the extra inventory space too. Cool, no problem; we'll call them Bob for now. So, for the last 2+ years, the name and address on file has been my own, Kevin A. in CA.
Up until recently, when they had this retarded "Transfer your POL shit to an SE account to get some retarded in-game item" it fukd up the acc't. I quit playing around June/July of last year and up until a few months ago, I reactivated it to have a friend play around on my account. Never even heard about the transfer thing, obviously since I don't play my own account, I had no idea about it. Although, I'm sure it was in one of those FFXI Newsletters that I just let rot in my inbox and never read them. Also, my email is registered at my ISP under my name and address, with the email I registered the SE account with, mind you.
Anyways, Bob decided that he wanted the in-game item so he went onto my SE account (which was totally fine since he has to sign in with it everyday in the POL Viewer to play anyways) and did the transfer thing. WELL, let me tell you, some crazy shit went down! I got the automated email from SE saying the transfer went through with his POL ID on my SE account. Ok, cool. I was bored, so I decided to log into my SE account. Holy shit, my name isn't Bob from South Carolina! WTF happened? Apparently, his POL billing information overrid all my information (Full name, address, etc).
I hop onto the SE Live Chat; I can't remember who I got, Nick, Nathan, somebody. Either way, the person was fucking useless and disconnected me from the chat a total of 3 times (I kept getting them EVERY time, what luck!). Upset, I decided to call them. "Due to high call volume, your hold time might be longer than normal, etc etc". Hold time was under a minute, so that's some automated bullshit. Anyways, I get the run-around, "Well, this is the full name that the account was originally registered with," Me: "Um, NO!" If it was, then why in the fuck does this random guy have my mom's maiden name and my birthdate as security questions to submit a ticket? Genius.
Anyways, I asked for a supervisor, gave me the run-around some more and basically said nobody in the entire company, even the CEO, couldn't change the full name registered on the account since it's IMPOSSIBLE to change. Fucking bullshit.

Anyways, there's my story in full detail. Enjoy the read and a big fuck you to SE. <333333333333333333!

FYI, not my char name on the left there for this post, since I have since canceled my account entirely to not give these douchebags anymore of my hard earned moneys.

[Ziyyigo-Tipyigo]

This is going to be an awesome thread

In before lock.

[Octaviane]

If I were your supervisor at the company you claim to work for, you would get fired. 360 calls a month is nothing compared to the volume that SE customer service receives and probably on a daily basis. Whilst it's true that customer service is worse than bad, using the kind of language you did in your post makes it pretty obvious how you behaved toward them on the phone.

Also and as I have been reminded, it's against the ToS to share your account, not that I care, a lot of people do it, just saying.......

[Dragoy]

I wonder if the tone of the post is meant to be a kind of a joke. Claiming to be a supervisor of a 'customer service support', slandering another. Perhaps their supervisor is the same as you. That might explain something? ^^;

Jokes aside, if you want to send feedback to the company, this forum section is not the right place as it does not seem to be a technical issue. I would rather encourage the use of the Support Centre, or even the General Discussion board though with that kind of a tone, it wont be around for long.


Moreover, as Octaviane mentioned, sharing your account information is prohibited so had you followed the Terms of Service, you would not had ended up with the issue in the first place. This might well explain some of the lack of support you were provided with.

It may seem unfair, but that is as they say: that.

Good luck with your future endeavours!
Kind Regards,

[marvin83]

If I were your supervisor at the company you claim to work for, you would get fired. 360 calls a month is nothing compared to the volume that SE customer service receives and probably on a daily basis. Whilst it's true that customer service is worse than bad, using the kind of language you did in your post makes it pretty obvious how you behaved toward them on the phone.

Also and as I have been reminded, it's against the ToS to share your account, not that I care, a lot of people do it, just saying.......

To rebut your statement about call volume, calls I take can last anywhere from 5 minutes to 3 hours, so out of a 20 working days per month, 360 is quite a bit (The calculations make it average around 26mins/call, which is actually pretty good at my job); so stop making assumptions about my job performance in which you know nothing about.


@Dragoy
No, it wasn't meant to be a joke. Yes, I tried actually filing a complaint over the phone with them, but again, got the run-around. And having multiple phone conversations and being denied a supervisor, which isn't something you're not suppsoed to do, leaves something to desire about their service.
As for technical, I don't see how it isn't since it's obviously an issue with their end. I'm entertained at the fact they say something is impossible, yet it happens anyways and refuse many type of help. Thanks, though :)

[Dragoy]

Heh, all right.
I mostly intended to be the only one joking anyways, so I didn't mean to imply anything by that.

I do consider myself lucky that I have not had to deal with the Customer Service of SQUARE ENIX more than via eMail some years back and then I actually had quite the good experiences of it but I never really hear that from others; it's usually only the bad kind such as yours but as with many things, the bad stuff tend to be more visible and known.

It's incredibly unfortunate how many of the account-related issues they have created themselves by making it unnecessarily complicated, and considering the experiences from others, I have no doubts that you are not happy for the 'support' you have been offered, and for a reason.

Even so, I would suggest you continue to pursue your goal, even if it was only to get that complaint in because the customer-feedback should be important to them as I'm sure you agree. ^^


But yeah, from what I have seen here, this technical section does not deal with Account/Billing related things at all, and they will just close the threads if/when they deem there are no technical issues mentioned about the game itself in the thread. That said, there is no other section for this really. They seem to prefer keeping things like this at the Support Centre, in a more 'private' environment, which is understandable.


I think you are still allowed to discuss about this at the General Discussion section with other players, to some extent, but if you intend to direct it to the Customer Service, I think the forum will not be of help.


Of course, I am merely assuming and guessing from what I have seen and how I would imagine things to be. ^^


Again, I wish you the best of luck~
Though luck will only do so much...

[marvin83]

It was especially funny hearing the guy say that I see here on my screen that the full name on the account was never changed since creation, since it's impossible anyways; that was hilarious.

And thank you for the kind words :p

I think I've given up. They stubborn fools and don't seem to care. Either way, my account is now canceled and they won't see my $14.95/month anymore.

[Taylorstormy]

Honestly I have had very little luck in the many many years of playing this game. Anyone who believes that SE does the job they need to do as far as customer service goes has to live in Japan. I have through the years dealt with issues with account being stolen, connection issues, game glitches, etc etc and have been treated rude and havent gotten a bit of help. When my account was stolen it took 2.5 months to get back on the whole time I paid for my account. Thats just one example, but I love the game so I tolerate it. I use to believe SE would actually care if we complained, but that hope is over! Now I just continue to pay until the one day they make me mad enough and I walk away.

[marvin83]

You know, I've since quit when they had the whole Port Forwarding issue, but I fixed a couple of friend's computers to get their game working. They would call into SE support and they basically told them to refer to online help and that it's an ISP problem. Well, I've helped about 5 people resolve the issue by doing the port forward trick, but it's still ridiculous the lack of support I've witnessed myself and heard about. Especially for a problem on THEIR end and not the user's.

[mjrtarget]

My Favorite problem was when THEY changed my password and they would not tell me what my new password was. They said that they sent it to my email address. But I had changed my isp from Comcast to Verizon and forgot to update my email with playonline. I did update it with SE. I called up POL and gave them all the information they wanted including the install keys billing credit card etc. but they still would not tell me what my new password was that THEY changed because they thought my account was hacked, even though I had a security token. I ended up making 5 phone calls to support, sent a email to corp. called corp in CA. After about 2 weeks I finally got my password.

[marvin83]

I'm surprised you didn't have to send a notarized letter..

[SE_James]

Marvin83,

As noted in the general forum rules, this forum is for the discussion of technical issues. In the future, please contact the SQUARE ENIX Support Center directly for any account or billing related issues. For assistance with account-related issues, please contact us directly through the SQUARE ENIX Support Center for your region. You may also submit feedback through the SQUARE ENIX Support Center as well. Unfortunately, since this situation does not involve any technical trouble, we have had to lock the thread.

The SQUARE ENIX Support Center for North American accounts can be found at this link:
SQUARE ENIX Support Center (http://support.na.square-enix.com/main.php?id=20&la=1)

The SQUARE ENIX Support Centre for European accounts can be found at this link:
SQUARE ENIX Support Centre ( http://support.eu.square-enix.com/main.php?id=455&la=2&SQEXSC=2nk0213s7tnhif65pipdnm2e56)

The SQUARE ENIX Support Center for Japanese accounts can be found at this link:
SQUARE ENIX Support Center ( http://support.jp.square-enix.com/main.php?id=11&la=0&SQEXSC=h1bjb1otre83lhuc6q1effr573)