Anyone gotten their 11th Vana,vesary codes yet? [Archive]

Anjou

12-11-2013, 09:19 PM

believe it stated the 10 s when they get sent out but you can expect them to be sent out over the next few days

It seems reasonable that they'd have to sift through accounts and generate prize codes to those who have been during the eligible time frame. I wouldn't mind it taking like until the 12th, because that's actually a pain the rear since the system will be going through every POL account

Alhanelem

12-12-2013, 02:10 AM

You should have gotten the codes Tuseday.

Anjou

12-12-2013, 02:19 AM

Got mine, but gotta wait until 3PM my time before I can use it.....UGGGGGGH the waiting is KILLING ME

Alhanelem

12-12-2013, 02:48 AM

They should be useable right now.

Dragoy

12-12-2013, 03:08 AM

Indeed they are, and have been for at least 8 or so hours.

Some issues there were, however, and some may have received extra codes, while others didn't receive enough, if at all (they have re-sent them or are in the process of it).

Camiie

12-12-2013, 03:44 AM

I haven't seen an email yet, but that's how my luck usually goes.

Rubicant82

12-12-2013, 03:50 AM

I got one code (for my mule account LoL! ) but not for my main account yet .-.
I am just waiting to see what happens I figured it would take time to send them out to everyone.

Alhanelem

12-12-2013, 03:58 AM

You can use the code(s) for either account, they aren't keyed to them.

You can redeem a code for each character and you should have gotten one for each character on the account. The issue was that some people were getting extra codes (more than they needed) while other people weren't getting enough.

Rubicant82

12-12-2013, 04:08 AM

I figured they were not account specific, but was going to wait to see if I got the codes for my main account first anyway. ^_^

Dragoy

12-12-2013, 05:26 AM

I haven't seen an email yet, but that's how my luck usually goes.

In the event you received no codes, that is, none whatsoever for even one eligible account, you are asked to contact the Support Centre/Center.

Rubicant82

12-12-2013, 05:32 AM

Alhanelem

12-12-2013, 05:52 AM

the support center, not the forum. Also, the update notice mentioning the code issue specifically mentions contacting email support.

Mkilbride

12-12-2013, 05:57 AM

So what are these codes? how do you get them / what makes you eligable?

Alhanelem

12-12-2013, 06:10 AM

People who had active accounts before a certain date.

Umichi

12-12-2013, 07:12 PM

Check your spam folder that's where I just found mine.

Olor

12-14-2013, 09:23 AM

So! I was just in a chat with SE support, and I had to REDO the ticket and select e-mail support for it. so FYI if you did NOT get ANY codes for your account you need to go to the forum and fill out the e-mail support form.

I got this response from email support... WTF...

Dear Customer,

Regarding your request for account support. Please find your answer below.

Unfortunately the SQUARE ENIX Support Center cannot assist with this issue via email. In order to further assist you, we will need you to contact us via phone or chat, and the SQUARE ENIX Support Center will be happy to assist you.

Chat Support <Toll Free>
To contact our Chat Support Team, please return to the SQUARE ENIX Support Center website and create a new ticket for your issue. Select the "Chat Support" option, and this will connect you directly to an agent that will be able to assist you.

Phone Support
To contact our Phone Support Team, please use the phone number listed below.
For faster service when calling, please make sure you have the following information:
- Ticket Number (located in the subject of this email)

SQUARE ENIX Support Center: (310) 846 - 0345*
* Please note that this is not a toll-free number. If you would like to contact us toll-free, please use our chat service.

NOTE: Live service is available Monday through Friday, 9:00 - 18:00 (Pacific Time) (Excluding holidays)

Thank you for contacting the SQUARE ENIX Support Center.

I work during those hours -.-

Alhanelem

12-14-2013, 10:46 AM

I'd try calling a GM in game and explaining your situation to them.

Olor

12-17-2013, 12:23 PM

thanks, considering it. Otherwise getting a root canal this week. Might just be on enough meds and crabby enough to try contacting them (god help them if they tell me to email though)

Puck

12-17-2013, 11:06 PM

Here's what they sent me:

Dear Customer,

Regarding your request for account support. Please find your answer below.

Thank you for submitting the information you did. This issue has been escalated and we will update this ticket upon the conclusion of our investigation. We apologize about the problem and the delay in our response, please await a status update to this ticket.

Thank you for contacting the SQUARE ENIX Support Center.
An automatic stock response, rather than something specific to what's a widespread problem they're already aware of.

- Did not receive any campaign codes
Please contact the Support Center. We apologize for the inconvenience.
Square Enix Support Center
http://support.na.square-enix.com/main.php?id=20&la=1

But they didn't specify how to contact them, exactly. They could've just put up a form on there you could fill out specifically regarding this issue, but NO, that would be too efficient.

Camiie

12-18-2013, 07:50 PM

My worry is this won't get rectified before the codes are no longer redeemable.

Puck

12-18-2013, 08:19 PM

Do the codes actually have an expiration date? They didn't mention there being a time limit for redemption.
http://www.playonline.com/pcd/topics/ff11us/detail/11231/detail.html
But yeah, I get what you mean and that's a legitimate concern. Especially when they still haven't updated us on this issue, and it doesn't seem any new codes were sent out to those of us that received none.

Dragoy

12-18-2013, 11:30 PM

But they didn't specify how to contact them, exactly.

I imagine they intended people to contact them by using that link, and selecting one of the contact options under the contact-section there. Not many other choice, really. ^^;

At least they got that info up on the US site. The EU ones got no word about it, so I hope no one is solely depending on that site for their official information.

Do the codes actually have an expiration date?

Indeed they do.

Wednesday, December 13, 2014.

As I looked back into the eMail just now, for I did not remember the date exactly to conjure this answer up with, I realised something I did not before. It says 2014, and I wonder if that's correct.

December 31st of 2013 seems to be a Tuesday, so I guess it could be...

Heh, I guess I have more than an ample bit of time to decide on my second code, contrary to what I had thought (for indeed, I received the one I did not before, on 13th, as promised.

I do hope they get this sort of stuff sorted sooner, rather than later.

Karah

12-18-2013, 11:51 PM

Talked to customer service, the guy was actually sorta helpful for once, odd for SE, but he "Escalated" the situation, said they'd fix it eventually; not holding my breath though.

They really dropped the ball on this code and the freeplay 2 weeks, which I'm also not getting.

noirin

12-19-2013, 04:40 AM

Yea, i recall sending their support site a ticket for this a week ago now.

Claimed they had escalated it and blah blah and would address it in "Up to 2 business days". Don't know what that means to them but, that was last Thursday.

Still waiting :/

Olor

12-19-2013, 09:37 AM

I imagine they intended people to contact them by using that link, and selecting one of the contact options under the contact-section there. Not many other choice, really. ^^;
.

I did contact them using that link. Then I got an email saying I need to call them. Really, this is a known issue, why does it have to be a nightmare to get it addressed?

Puck

12-22-2013, 01:24 AM

Still nothing. It would be nice if someone at SE spoke up about this. People are being pointed in different directions and no one's gotten a response from support that sounds remotely related to this issue. Just meaningless "escalation" all around with no actual action.

lllen

12-22-2013, 01:54 PM

Well I got a couple of codes, technically they owe me more. I put the codes in following their procedure on site...........nothing, nada.

Camiie

12-22-2013, 09:46 PM

I successfully submitted my ticket on the 12th, and got the "escalated" response the next day. I haven't got anything since then on the matter. I sure have gotten my billing email though. I also have gotten an SE store newsletter hawking some exclusive, limited edition games. So yeah they can take my money and advertise to me, but they can't seem to send me anything that's in my favor and not their own.

xiozen

12-23-2013, 12:27 AM

I also submitted a ticket; have yet to receive my codes for my "One" eligible account... received a response that said they were looking into it but that was quite a while go.

Anjou

12-23-2013, 03:35 AM

Get off your rears SE, you got customers you just screwed -AGAIN-

Puck

12-23-2013, 11:18 AM

What's even worse is their announcement indicates that some people got EXTRA codes and SE asked them nicely not to use them. WTF?

- Received extra campaign codes
Please register as many codes as you require, but we ask that you discard any extra.

Also they said the people who didn't get as many codes as they were eligible for would get more by the 13th, but that didn't seem to happen either.

Trumpy

12-23-2013, 07:23 PM

Unfortunately its the weekend and Xmas is coming this week so i figure i wont see my codes for a while either.

Camiie

12-25-2013, 05:36 AM

I was browsing a thread on FFXIAH and some people seem to be getting a lot more info/support back from SE than I have. I know I'm hardly the only one that's gotten no meaningful response, but it'd be nice at least once in my life to not be way behind the curve when it comes to customer service.

Twille

12-25-2013, 08:06 AM

I'm fairly certain my code was sent to an email I no longer have access to. Not that it matters much, the rewards from this aren't all that spectacular anyhow.

Rwolf

12-25-2013, 11:05 AM

I haven't gotten my codes yet either. I just get generic responses of it being escalated. It would be comforting if they posted something on the forums or POL site officially saying they are looking into this and plan on making sure everyone gets a reward.

Trumpy

12-25-2013, 02:44 PM

I have only ever used the one email. and its the email in my account and where i get my billing notices. So i dont think mine went wrong place. checked me junk and nothing. and nothing from CS except we will investigate this.

Camiie

12-26-2013, 01:48 AM

I only have one email registered with SE and this is the only email I've had trouble getting from them. I get billing emails just fine (of course). I got a newsletter advertising stuff from the SE store (of course). I get service and support emails when they bother to send them. I'm not blocking any emails at all, from them or anyone else. They aren't going to my spam folder. I'm not using a work email or one that uses special filtering server side. I just don't see any reason on my end why this should have gone wrong.

Spero

12-27-2013, 05:58 AM

Are you supposed to get one number for your account or a number for each of the characters on your account?

bungiefanNA

12-27-2013, 10:10 AM

One number per POL account. You can redeem one item per character if you have multiple accounts for multiboxing, but that's it.

Puck

12-28-2013, 08:04 AM

Still nothing. And still no comment from SE since the initial "contact us for help" message. Nobody's been helped, no codes given to those who received none.

I've been a paying subscriber for nearly 10 years. Haven't missed a single payment in all that time. Nice to see how much SE "appreciates" me.

Puck

12-31-2013, 06:09 AM

Anybody get theirs yet? Still no luck here. Gonna go submit another request, someone on FFXIAH reported getting a response and a code from them finally.

Camiie

01-04-2014, 10:08 AM

Still nothing from them and I expect there never will be. It's been obvious since Day One that customer service is Square Enix's absolute lowest priority, especially outside of Japan. I did what they said to do. Are there more hoops for me to jump through to get what I was promised, or is SE actually going to follow up with my request? I can assure you that while SE's support resources may be limited (a conscious corporate decision), they're still the much larger entity and the onus should be on them to put forth the effort to get this resolved. So far I and a lot of other people have seen no effort at all. Wasn't this supposed to be about customer appreciation? I sure don't feel appreciated right now, but I guess that's nothing new.

Trumpy

01-04-2014, 02:59 PM

No code for me yet. friend got his code and he doesnt even play really. makes me a sad panda

Rwolf

01-05-2014, 07:19 AM

Same. Haven't received a code yet. 3 tickets in, once a week and I just get that it's being escalated to another department and to contact back if it takes too long.

Puck

01-05-2014, 09:34 AM

I went on live support, they checked the status of my original request for support, then said basically "it's been escalated properly so you'll eventually get your codes."

Camiie

01-05-2014, 09:35 AM

I think the technical term for that is "stalling."

bungiefanNA

01-05-2014, 11:15 AM

Either they are swamped with support requests, or shorthanded, or just taking their time. I've been waiting about a month for a character data problem ticket where I'm stuck on a mission and can't complete it to change nation or move on, and then this happened and I have only received an escalation/receipt email and then nothing else. The call center is open the same hours I am working a call center job, so that's out. Still no code in any of my email accounts.

Stompa

01-05-2014, 11:57 AM

Since the items are trophy pieces only, for nostalgia, they should do a new event for this. Without email codes. An in-game lock, where you talk to the moogle on a character, choose your gift, and then the game locks all chars on that account from receiving further gifts. You have say fifteen Earth days to get the gift. Just a suggestion. Doesn't even matter if people who already cleared a gift get a second one by this method since the items have been meaningless since 2010 anyway.

Camiie

01-06-2014, 05:05 AM

Rwolf

01-06-2014, 09:25 AM

I agree. I think it's pretty easy for them to just adjust the Dealer Moogle to give an item instead of requiring the Gold Mog Pell but will still accept it if you trade it. I'm sure (I hope anyway) it's stored somewhere on their side when someone has used a Gold Mog Pell. So just have the Dealer Moogle check that and issue you the list of items if you haven't. Even if that means now we get one per character instead of per account, I'm ok with that. Not like it would break content. At the most you'd complete a few pieces of AF109 if you so happen to have max mules or gain some rare/ex mostly glamour gear. So if you're feeding SE that much money (max mules) then good for you, you're appreciated. Because right now, I'm sure a lot of people aren't feeling appreciated at all.

Edit: apparently not sendable via bgwiki

Puck

01-09-2014, 06:40 PM

After nearly a month, I'm wondering what SE thinks it means to "escalate" a request for support.

Thixy

01-10-2014, 12:35 AM

What are these codes everyone is talking about .... I didn't see nothing in my email at all over the last few months :x

SNK

01-10-2014, 02:52 AM

Still nothing here either. Whoop De Doop~

lllen

01-10-2014, 02:04 PM

well I got a code, submitted it and got nothing. So I had forgotten about it until now.

Kathee

01-10-2014, 09:57 PM

I too also submitted a problem ticket and called twice only to be told they know of the issue and it had been escalated, still no code. Can someone on the SE side comment on this with something other than "it has been escalated"?

Olor

01-11-2014, 05:12 AM

yes please! I still don't have my reward code :(

Rwolf

01-11-2014, 06:21 AM

Same here, I haven't seen anything and all I get is that my tickets are escalated. Might not be grandiose rewards but it sucks to be playing the game so long yet feel undervalued in an event that was meant to appreciate people who stayed in FFXI. Surprised there's a large amount of people who have not received it and yet the issue hasn't be publicly addressed by Matsui. Very disheartening.

Camiie

01-11-2014, 08:38 AM

Krashport

01-12-2014, 03:27 AM

The silence on this issue is deafening.Everyone is playing Elder Scrolls Online Beta (http://elderscrollsonline.com/en/news/post/2014/01/09/beta-update) this weekend.

Camiie

01-12-2014, 08:14 AM

Everyone is playing Elder Scrolls Online Beta (http://elderscrollsonline.com/en/news/post/2014/01/09/beta-update) this weekend.

So what was customer support's excuse before the beta started?

Elemental

01-12-2014, 04:35 PM

When they say "This campaign applies to those who have paid usage fees in the above period and who have active accounts," does that mean that a person needs to have LOGGED ON during the listed timeframe? I have paid for my account since NA release but not sure that I logged in during that timeframe. Does that mean I'm not eligible?

Puck

01-12-2014, 08:59 PM

No, you just need to have paid. I logged in every day during that period and I didn't get a code, so I highly doubt you not logging in had anything to do with your code as long as you were paying your sub fee the whole time.

SE just royally screwed up code delivery somehow, and for some reason won't just send new codes cuz they have their thumbs up their asses or something.

Vandark

01-12-2014, 11:50 PM

What did you get for this anyways because I had an active account for most of this year and just reactivated it again. What was the redeemed item?

Cough... most of last year, keep forgetting it's 2014 now XD

bungiefanNA

01-13-2014, 03:08 AM

Your choice of one of about 50 different items, a lot that dropped from old battlefields that aren't easily accessible now.

Elemental

01-13-2014, 05:56 AM

BlackHalo714

01-14-2014, 02:43 AM

The silence on this issue is deafening. What did everyone in Japan get their codes so this is not a big enough issue to address? I might as well start speculating since we're not getting any sort of response on this from anyone.

I would chalk it up to no response. Seems they only can respond to topics like "Chocobo License quest is annoying" not anything important. I think most peoples complaint isn't the code itself, it's the lack of response from SE side and the lack of appreciation felt from the customer. They told us exactly what to do to submit a ticket and everyone getting the "escalated generic response".

dasva

01-15-2014, 10:38 AM

Seriously though they send me 2 emails per account every month to tell me my bill is ready and paid for and sometimes another one advertising something or another like XIV but can't send a single code along with those emails? And then not respond to all the complaints about them jacking it all up

Leonardus

01-15-2014, 03:35 PM

I've gotten absolutely nothing since the "Take our survey! email."

Really SE, I've stuck with you since...oh, 2003. Yep, I'm still here. Nothing for me, huh?

Well...okay. I guess.

Puck

01-17-2014, 09:30 AM

Seriously, how hard is this to fix? It seems like the EU support center got on it fairly quickly. And actually, I'm always hearing about how EU customer support is much, much more likely to resolve problems. WTF are they doing over at the NA support center?

Anjou

01-18-2014, 06:40 AM

Uh twiddling their thumbs and going "We're sorry but we're trying to go through everyone else's issues, please be patient as we will take your call in the order in which it is received, we thank you for your patience and it is important to us"

Olor

01-18-2014, 08:35 AM

please send me my code :(

Puck

01-20-2014, 11:12 AM

Has anyone checked the JP forums to see if they had this problem? I'm willing to bet actual cash that all of them got their codes by now.
edit:
Browsed around their general section with Google translate, and found no threads regarding the appreciation campaign. So they probably all got their codes without any issues. Hence why SE's in no hurry to give us ours.

Camiie

01-20-2014, 11:06 PM

I sent an email asking what the status of my ticket is, and they essentially said they're still working on it so please wait longer. Note that my request for an update was sent over a month after SE's initial response to my ticket.

I'd like to ask my fellow players here a question. When you have issues with other video game companies, does it usually take as long to get a problem resolved as it does with SE?

Anjou

01-21-2014, 08:30 AM

Olor

01-22-2014, 05:19 AM

I'd really like an answer about when we can expect our codes.

Puck

01-24-2014, 07:07 AM

Still nothing.

Puck

01-29-2014, 06:40 AM

Update: I got something. A big fat fuckin' sack of NOTHING.

Kathee

01-29-2014, 08:25 AM

I put my ticket in on 12/12/13, had called a week after that to be told it's a known issue and being escalated. I called them today and still there was nothing that customer support could tell me other than the codes don't expire till the end of this year.

Once again, can we get an official response on this issue? It's frustrating when you know some people had gotten more than one code and some people have gotten none with no resolution in sight.

Camiie

01-30-2014, 12:03 AM

If I had support tickets languishing for weeks or months I'd have a lot of questions to answer from my management and from the employees I support. Well right now we the customers are asking those questions. It's way past time for management to step up and let us know what the hold up is and what steps are being taken to expedite the process. Are manpower and resources being shifted? Even a small department like mine will do that when necessary. Are priorities being adjusted? Again, a small time operation like mine makes all sorts of adjustments all the time. Right now it seems like SE's customer support is even more bush league than a small, in house IT department. That's really sad. What else are we supposed to assume since we aren't hearing anything or getting any results?

bungiefanNA

01-30-2014, 05:50 AM

I also work a help desk job, and having a case open for this long with no active response from anyone on the support team would mean a lot of people in trouble. I now have this ticket and a GM ticket open with no feedback for over a month each. How are tickets allowed to age like this without repurcussions to the support staff?

Puck

02-03-2014, 06:43 PM

JP players all got theirs, so SE doesn't care about this issue. Seriously. NA support could care less.

Camiie

02-10-2014, 12:21 AM

So no one is going to offer us a progress report or anything? Not even going to ask the support crew what's going on? Community reps? Director? Producer? Beuller? Beuller? Anyone? Anyone?

Puck

02-11-2014, 07:30 AM

NA support is counting on us forgetting about the issue so they don't have to do anything.

If we wanted to, we could all be total dicks about it and spam the forums with lots of new threads about the issue in a really annoying way, forcing the reps to acknowledge us in some way.

Krashport

02-11-2014, 08:44 AM

If we wanted to, we could all be total jerks* about it and spam the forums with lots of new threads about the issue in a really annoying way, forcing the reps to acknowledge us in some way. It wouldn't do any good, no one is forcing anyone to play the game nor does anyone care if anyone got their item(s) or not as we can all see. Also the "name" Dick shouldn't be used in a derogatory way I fixed that for you, I can't picture anyone coming off like a male organ...

Puck

02-12-2014, 06:29 AM

It wouldn't do any good, no one is forcing anyone to play the game nor does anyone care if anyone got their item(s) or not as we can all see. Also the "name" Dick shouldn't be used in a derogatory way I fixed that for you, I can't picture anyone coming off like a male organ...
You should work for SE's NA customer support team. You've got their attitude down pretty well.

People only care when something effects themselves and don't give a shit as long as they get theirs. Hence SE's inaction; this problem was nonexistent among JP players so the company, on the whole, doesn't care. Meanwhile, there are a lot of us long-time paying customers who deserved this "appreciation" gift but didn't get a single code, while most others got theirs and several people got MULTIPLE codes.

Normally, in customer service, you don't let troubled customers go unnoticed. You don't ignore them. Just because the majority of customers didn't have an issue doesn't mean the issue should be swept under the carpet. Which is exactly what they're doing.

Rwolf

02-12-2014, 01:00 PM

Some may not care if others didn't get their items but this isn't a typical game forum. It's the place to speak of bugs, opinions and anything else affecting the game because it's the highest chance of it being noticed by their makers. If you don't care about the thread, then simply don't read or post in it. The official forum is primarily about giving feedback, threads like this will happen.

I haven't received mine either yet. I just stopped making tickets and gave up but I hope you guys end up generating a response.

Camiie

02-13-2014, 04:24 AM

It wouldn't do any good, no one is forcing anyone to play the game

With that attitude why does any company provide support for any product or service? Is it OK for a company to leave its customers hanging because their product/service happens to be a video game?

nor does anyone care if anyone got their item(s) or not as we can all see.

They don't have to care. They just have to do their jobs. If they want to discuss their feelings we can meet up for drinks or dinner after work.

Puck

02-19-2014, 11:33 AM

Still waiting for you guys to get off your asses, NA SE support. Supposedly EU support did something about this in late December.

SNK

02-27-2014, 03:33 PM

Still nothing here...... :(

Olor

02-28-2014, 09:28 AM

still nothing here either. Very disappointed.

Krashport

02-28-2014, 12:51 PM

Well at least ya'll still playing/paying for the game. ^^

Camiie

02-28-2014, 08:32 PM

Well at least ya'll still playing/paying for the game. ^^

Are you one of those "Quit complaining and leave so I don't have to see your complaints anymore, but I'll make it look like I'm telling you to leave for your own good" types? If not, what's your point in this thread?

Kathee

02-28-2014, 09:43 PM

Within a day a Camate responds to the post about warp items, but this thread had been going on for 2 months and nothing......

Paridise

03-01-2014, 05:18 AM

Email where? yeah nothing should get a 2nd item for free for this lonnnngggggggggggggggggggggggg wait...

thank you SE

Krashport

03-01-2014, 03:27 PM

Are you one of those "Quit complaining and leave so I don't have to see your complaints anymore, but I'll make it look like I'm telling you to leave for your own good" types? If not, what's your point in this thread?
Not at all, this happened to my wife. We're just trying to keep this thread alive to be honest, we don't really have "much" faith in this company anymore...

Mordain

03-07-2014, 02:23 AM

I got it! After 3 (increasingly terse) e-mails to customer service, I actually received my code. Hopefully it comes to all of you other who have been waiting as well.

Olor

03-07-2014, 02:24 AM

I guess I should push a bit harder, I still haven't gotten anything. Would be nice to see a response to this thread though.

Rwolf

03-07-2014, 03:25 AM

I got mine as well finally.

SNK

03-07-2014, 04:01 AM

My Code finally arrived today.

bungiefanNA

03-07-2014, 07:47 AM

Arrived about 5 hours ago.

Puck

03-07-2014, 09:48 AM

I got one, but was supposed to get two. I see that some people still didn't get any codes yet, so maybe they're still going out. I'll give it another day before I send in a ticket about the other code.

Camiie

03-07-2014, 10:30 AM

I did finally receive mine! Thanks to whoever did what!

Puck

03-08-2014, 08:00 AM

Went to live chat support to ask about the second code I didn't receive yet. Much to my surprise, some 10 minutes later, they sent the code directly! Wow! I honestly expected to have to wait a week or more, but no, there it was, right away. What a difference! Whatever was broken, they seemed to have fixed it. The email with the second code was a direct response to my support request, it wasn't like the other code emails they sent out. Which means someone over there personally sent it within minutes after I left chat support. Instant help. That's SO unlike any other experience I've had with SE support in the past.

Is this the start of a new era for SE support? I sure hope so. I'm quite pleasantly surprised at this moment.