Petition: phone service

[Moutsukareta]

Hello fellow FFXI members!

I've recently posted a thread in the SE forums regarding SE phone service. If you did not already know, SE has decided to get rid of phone support:

Thread stating phone support is not available. (http://support.na.square-enix.com/?utm_source=footer)

My thread: (http://na.square-enix.com/go/thread/view/139345/29884223/Petition:_bring_phone_support_back)

I realize there are many people who do not care much, but it's a problem for people who have complicated problems. Chat service and e-mails simply do not get the job done because of the lack of helpful responses, and the sudden disconnections you receive after the chat agents have already "answered" your question.

We play FFXI. We give SE our money. The least they can do is give us customer service that gives us a better gaming experience.

If you agree that phone service should be brought back, please reply in that thread (or here if you don't feel like creating an account), or give this thread enough meaning that it gets SE's attention.

As I've stated in the SE thread, the chances of it having enough meaning to make a difference is slim, but if they don't think we care, why should they?

[Vold]

So, what? Are they going to actually resolve account issues over email or will we be required to join chat, which is damn well nigh impossible to get into without being shady about it(using false reasoning for need to chat)

Support for this game has always been an abomination, and it has got even worse over the years. I'm shocked that they would end phone support. Did they really need to save a dollar so badly? I live in a 90 year old farm house with the top internet speed of 3 mb via DSL for like all time in this area. Do not tell me you need those extra few dollars every year so badly that you must stop phone service so those employees can fiddle their thumbs longer everyday.

I don't care for phone service. I prefer internet service. But it's meaningless if I can't get to chat support.


Email Support

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I just got this for basic support need for token replacement. This ain't going to work for me. That email will just tell me to contact via a non existent phone or to use chat, which I can't get to from here. I went through this for one account already and had to be shady about things to get into chat support just to get the token unlinked from account so the darn SE website would allow me to purchase a new token. I'd prefer the time I need to do this again to not be so damn difficult, FYI, SE inc, thank you very much, signed yours truly, one of hundreds of thousands of customers that to this day continue to pay full sub prices for a 10 year old game you abandoned full on support for 7 years ago.

[Alhanelem]

Hello fellow FFXI members!

I've recently posted a thread in the SE forums regarding SE phone service. If you did not already know, SE has decided to get rid of phone support:

Thread stating phone support is not available. (http://support.na.square-enix.com/?utm_source=footer)

My thread: (http://na.square-enix.com/go/thread/view/139345/29884223/Petition:_bring_phone_support_back)

I realize there are many people who do not care much, but it's a problem for people who have complicated problems. Chat service and e-mails simply do not get the job done because of the lack of helpful responses, and the sudden disconnections you receive after the chat agents have already "answered" your question.

We play FFXI. We give SE our money. The least they can do is give us customer service that gives us a better gaming experience.

If you agree that phone service should be brought back, please reply in that thread (or here if you don't feel like creating an account), or give this thread enough meaning that it gets SE's attention.

As I've stated in the SE thread, the chances of it having enough meaning to make a difference is slim, but if they don't think we care, why should they?
They aren't getting rid of phone support. The notice states that it is currently unavailable, not that it is being retired. I am willing to bet it's actually a website/system issue as well and if you happen to know the phone number, it might still work.

Also, as stupid as it is, to get to the chat support, simply file your support request under a different category and it should show up. The support options listed depend on the issue category.

[Moutsukareta]

Here's a thread (sorry the link wasn't an actual thread) where a rep (I assume) states


I was informed of this [the fact that SQUARE ENIX North America will no longer offer phone support] only a few hours ago. Users will from now on be asked to contact customer service via the (http://na.square-enix.com/go/thread/view/139345/29853457/Square_enix_call_center)

I have even spoken with Agent Jennifer, who said they have no plans to bring back phone support.

[Alhanelem]

Here's a thread (sorry the link wasn't an actual thread) where a rep (I assume) states



I have even spoken with Agent Jennifer, who said they have no plans to bring back phone support.well in that case, apparently it means that the phone reps got laid off.

Of course, this reminds me of when Circuit City fired all their experienced (and more expensive) staff and replaced them with clueless new recruits. That cost cutting measure ended up sending them out of business..

First thing any company should know is cutting customer support staff is like shooting yourself in the foot.

[Mittenz]

It will most likely be the lack of customer service not the game and its content/direction that will eventually kill this game

Every time I try to reach customer online chat service I get the run around or sidesteps on the issue or I simpley get hung up on. I get told no I may not speak to a supervisor they have answered my question then the chat simpley turned off. Now that they are finally kill the only method of contacting them that actually resulted in problems being solved (although rare it was your best chance) the next issue I have will probably just result in me going fulltime to a different game (playing WoW casually its really not that bad nor is guild wars 2), plenty of companies out there that actually care about their customers (or at least the money they provide) rather than driving their corperation into the ground.

[Lokithor]

I welcome dropping of phone support. It just means that the first time I encounter an issue that requires support, I'll just quit the game. It will be a nice trigger event for me to move on.

[Alhanelem]

I hear it from other people a lot but i've never gotten "the run around." Generally as long as I'm polite and clear about my issue I get a clear response that makes sense. I don't always get the answer I'm looking for but that's not what I've taken "the run around" to mean.

Still, cutting corners on customer service is a great way to make people upset. It's really the last place any company should be searching for money to save. In the long run, everyone loses, both the customers and the company.

(remember that this doesn't just affect FFXI either, it's every game they publish)

[Spiritreaver]

.....Did they really need to save a dollar so badly? I live in a 90 year old farm house with the top internet speed of 3 mb via DSL for like all time in this area. Do not tell me you need those extra few dollars every year so badly that you must stop phone service so those employees can fiddle their thumbs longer everyday....

You bet they do.

http://www.digitaltrends.com/gaming/square-enix-ceo-yoichi-wada-steps-down-as-slow-sales-of-games-like-hitman-absolution-lead-to-massive-company-restructuring/

Interesting article imo. i was particularly interested in the last paragraph. Looks like the financial black hole that is FFXIV is still destined to be one of the most important titles in SE's history. Either its gonna make things better or bring down the company imo.

[Dekar]

Of course, this reminds me of when Circuit City fired all their experienced (and more expensive) staff and replaced them with clueless new recruits. That cost cutting measure ended up sending them out of business..

Yeah if I recall that was when they switched away from commission and the former CEO's son took over. Guy ran the place into the ground. It was a shame, the original guy that ran it was amazing. Really took care of his employees.

[Camiie]

So the guy in charge at SE now cares less about the customers than the FFXI dev team? Wow, I never thought I'd see the day.

[Fistandantilus]

Yeah this is a terrible way to cut costs SE. The online version of customer support is clunky, and maddening. Sure phone support could be annoying at times as well, but cutting it out completely is a serious mistake. Cutting off your nose to spite your face.... This will absolutely result in a significantly higher rate of unsuscribers. Hoping that someone can put 2 & 2 together a couple months down the road is probably asking too much as well.

[Elizara]

Strangely I'd called phone tech support not too long ago via Skype..I had not heard they'd cut it completely off.

Square, It was long distance and a pain to get to (heck, you might have to find the number on Alla) but please keep it going. I haven't been able to GET at the chat support for a long time and it's better to talk to your customers when they have a problem. Bad idea to get rid of it! Please, Square. Find another place to cut costs.

[Sarick]

Well well well, seems like the XP support that no one gave a hoot about isn't the only support being dropped. I told you all about this cutting cutting cutting. Where does it end? Well, if they no longer offer phone support then it's their right to reduce the service value. They got to save money right?

The chat, email and web support is more or less a savings tactic to reduce overhead and limit the amount of support offered to the client. By removing phone support you can utilize less staff to fulfill request even one or a logic AI computer can save hundreds of thousands. This allows them compensate or maximize the funding they're willing to invest in support at the lowest denomination possible.

As example if you have e-mail instead of answering questions you can reply by robotic automated responses. This way the client can be effectively ignored or given the run around. It's much harder to do this if speaking to a live person because the person has to directly respond. Obviously, an automated response system is much cheaper if the client requires multiple stages to get a live person.

Simple right? With less staff a single click of the button a chat/email support service can choose from a few hundred automatic responses. There doesn't even need to be a human behind most of these. Technology today has reached a point where you could be communicating with a BOT in chat support and not even know it. It's much harder to create shortcuts if your talking to a live person over the phone.

Example of a working as intended email/chat support shown in this youtube video click here! (http://www.youtube.com/watch?v=7YwLQSTo_ow)

The subscription fees are more less a cash cow at this point. If you read the stocks and keep up with the busyness news you'd have noticed a company we're both very familiar with is restructuring because they're losing big bucks. I don't have to mention their name here. As a result most companies need to cut off as much as possible from their successful investments making the higher turn around to cover losses in other areas.

Phone support cost a lot because you need real people on the other end. Just like the recent orbit big packs. They used to have 60 pieces of gum. They now only have 55 at the same price. There was no announcement that they reduced the value of their product but 99% of the customers where too stupid to notice it and continued paying full price. Big companies see customers as stupid sheep, sadly most of them are. These types can easily get taken for a ride to the slaughter house because they don't recognize subtle product changes.

It takes a serious public response sometimes to set them straight, Take for instance the 80's when Coke changed its formula. People actually called back Coke to pickup the product for refund. Look at the recent rumor that Microsoft Windows 8.1 might include the option to boot to desktop mode without the metro interface. It's simple When companies start losing money because they upset the customers they either change their ways or cannibalize off themselves.

Hopefully after reading this there is enough knowledge to see why phone support would be dropped. Lastly, Before someone responds to this I'm going to say something I expect someone to say PS2 style.


If they drop phone support that'll give them more funding to improve the game! We really don't need phone support if it makes the game better.

Sorry, I just had to say that. I know someone would bring that up eventually anyway. People I've argued with actually think this way. Oddly, none of those zealous supporters have been defending their optimistic views.

[Sarick]

You bet they do.

~~~CUT~~~

Interesting article imo. i was particularly interested in the last paragraph. Looks like the financial black hole that is FFXIV is still destined to be one of the most important titles in SE's history. Either its gonna make things better or bring down the company imo.


Warning fella that post will probably get deleted. I posted links about this on general the day it was announce the whole topic was wiped. The only thing that I mentioned outside the context was those could cause LAYOFFS. I've heard rumors that they might even close the US offices completely in the restructure. The people off site made some rather interesting comments about this some even cheering his stepping down. I suppose those offsite comments from 3rd parties could be enough reason to erase the topic.

On a final note: that was a link I made in the topic using that exact address of the deleted topic. It list all the money lost and the cost involved.

[Elizara]

I just checked, took me two tries (I did NOT go past the menu) and they have HIDDEN the tech support number (they do not mention it) but it is still there.

You have to wait until noon EST but the number I called though Skype is still there and ticking (At least the menu will work, I didn't need to make a tech call so I didn't even try it, why waste their time?). The hours are Mon-Fri 9am-6pm PST; the missing number is 858-790-7529. I strongly suggest you use a phone card or put some $$ on Skype, but if the menu is still there, the techs are prolly still there. They proly HID the number to save money, if people can't find it they won't try to call it. (It's in a sticky on Alla outright, it's THAT hard to find.)

So I guess they weren't so stupid after all, tho making you jump though hoops to get to phone tech support sucks.

[Sarick]

You have to wait until noon EST but the number I called though Skype is still there and ticking (At least the menu will work, I didn't need to make a tech call so I didn't even try it, why waste their time?).


Nice find it's still hard to get the number. So why did the SE rep say they no longer have phone support?



The hours are Mon-Fri 9am-6pm PST; the missing number is 858-790-7529. I strongly suggest you use a phone card or put some $$ on Skype, but if the menu is still there, the techs are prolly still there. They proly HID the number to save money, if people can't find it they won't try to call it. (It's in a sticky on Alla outright, it's THAT hard to find.)


Glad I have unlimited long distance to land line for $30 a month those land line phone connections have gotten better deals for long distance since the internet.



So I guess they weren't so stupid after all, tho making you jump though hoops to get to phone tech support sucks.

Still don't get why they'd say no more phone support and no forum rep came here to verify or deny this.

[Elizara]

Neither do I. I noticed it MONTHS ago(When I called them about the expansion, actually..) they had hidden the fragging number, I literally had to go hunting on Alla to find it. They have this thread (http://ffxi.allakhazam.com/forum.html?forum=10&mid=1259779523309379427) hidden in the stickies which tells you the number, straight up, no hoops to jump though needed.

Thing is it is still a nightmare to get to the chat support; it is easier to get to email support now a days. I'm not sure why they did this, and I'm not sure why the rep said "no phone support" other than the usual sometimes one support rep will tell you one thing and another will tell you another thing.

I do put in my hat tho for this to SIMPLIFY THE FREAKING PROCESS, gosh darn it, so people don't have to jump though hoops to get their game fixed.