SE you need to work on you customer service skills....

[Thegreatmonkey]

Really SE, you customer service skills make me want to quit again. If I make a GM call about my character being stuck in the game, I should not be given a link to go to to try and get that problem fixed. Your customer services skills were OK back when this game first came out but now they are just atrocious. Right now the only thing you really have to keep people is the name "Final Fantasy" and as you have slowly killed that name, people will just quit playing any games you come out with.

PS. I fixed my problem by force disconnecting and I think that is the same thing as if I were to punch a hole in the wall if I needed to get to the other side.

[Mayoyama]

1st thing any IT support guy would ask is usually "have you turned your system off and rebooted?".. you'd be surprised how many times it seems to fix an issue lol

[Thegreatmonkey]

1st thing any IT support guy would ask is usually "have you turned your system off and rebooted?".. you'd be surprised how many times it seems to fix an issue lol
That is true, but this is NOT a problem with hardware. It is a problem with there software on there servers that they need to fix and a reboot of the system is shutting down things the right way. My point is that some people do not have access to a computer to go to a web site and the link they wanted me to go to would do me no good because they are closed right now. A GM in the game could of helped me out really quick by sending me to my home point and all I got was an auto replay back. What IF I was stuck under the floor of the game? Would I have to go to the website only to find out that they cannot help me? I also must point out that SE dose not have ANY support for these forums (I was told this when I called there call center). So if something happens to your account, there is nothing they can/will do.

[Jhanaka]

Hello Thegreatmonkey!

I am sorry to hear you faced some troubles with your character and with our Customer Service. I wanted to offer you a bit of an explanation in regards to the message you received.

The GM staff is able to help you if you are stuck in the geometry of the world but when it comes to issues with technical, software and hardware issues, we are not allowed to move your character as it may cause damage to the data. In the past, the GMs may have come and moved you while you were stuck fishing, but the rules have since changed and we must refer you to Technical Support if we find that your are stuck in this manner. As this is a matter that falls outside the GMs ability to help so we send you a message directing you to the correct department. While we understand that some customers may not have a computer to use to contact the Support Center Team, so you are free to place a call back and let us know this fact.

I wanted to address the example you gave, were a customer may be stuck under the world. This concerns is a different type of "stuck" where you are in the Geometry of the World and the GM staff can come move you as there is not a chance of data corruption. Please be aware, in the long run, we are trying to preserve your character.

Thank you for taking this time to share your experience with us and I am going to bring your thoughts up with our team - maybe it is time we revisit our policy on these types of issues.

Thank you,

-Senior Game Master Jhanaka

[Thegreatmonkey]

Hello Jhanaka,

Thanks for the reply back. While I was having that problem at the time, this post was mostly the lack of support GMs offer. When I first came back, it took me about 4 days just to log into the game because I keep getting the "go here" thing. Another problem was when I was trying to set up my account to be able to post on the forums. After going thought the email support, they told me to call the call center who later told me they have no support for the forums. I was able to fix my problem because I accidentally double clicked on my char's pic (not the name of the char), were as before I was only clicking once then clicking save. I missed out on an event because of this problem. Maybe you should give more training to the GM staff in all areas for the the forums or add a message in the screen that has you pick a main char to tell the end user what they need to do.

[SE_Chris]

As noted in the general forum rules, this forum is for the discussion of technical issues. Please submit any feedback for FINAL FANTASY XI through the appropriate forms on the SQUARE ENIX Support Center website.

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