Never got the Dec 10th Email

[Shadygrove]

Eligible players will be sent a campaign code to the email address registered to their Square Enix Account on Wednesday, December 10, 2013.

Only I didn't get it. Yes my account was active.

[rapidDREAM]

Ditto. The officiail website says :


- 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 I couldn't find where to send an inquiry except for https://support.na.square-enix.com/contact.php?id=20&la=1 Though I don't know what I'd file the inquiry under.

[Shadygrove]

Thanks for the link.

I went with the in game items as that was the only selection with even a vague relevance.

[Kuvo]

Me and a friend did not get the codes either. Even though both of us have accounts longer then they described. I also contacted the help support email today so hopefully they will get back to me soon enough. Most likely, SE isn't going to give out new codes.

[BlackHalo714]

Did not get a code either double checked my inbox and junkbox to make sure. Email is registered correct and they sure don't have a problem sending their billing notices to my email. Sent a support issue doubt it will get fixed since they stated they will not be resending codes.

[Enochroot]

Same happened to me - didn't get anything, chat support incredibly unhelpful. Opened a ticket via email, they said it was escalated and that I'd hear back in 48 hours and it's been 8 days and nothing. Pathetic.

Botching a customer appreciation event doesn't make us feel very appreciated. Just sayin'.

[bungiefanNA]

I didn't get it either. Sent a support request, got an email confirmation about 4 days later. Still no actual code sent. It seems like they are flooded with a ton of requests for codes right now.

[Ethereal]

Same here - been active since release, never got any email/code either. GREAT JOB SE, can't send simple emails out.

[Solumbum]

Yea it weird my gf never got her's as well sent in report on the 11 and 15 days later all she has gotten is a email saying they esculated her report but nothing else ~_~; she really wanter her joytoy think its just a curse :( come on SE fix this already

[SNK]

Yeah I didn't get one either while I've been finding out some folks have gotten 2 or more codes in their emails.

[Hulkamania]

Yea it weird my gf never got her's as well sent in report on the 11 and 15 days later all she has gotten is a email saying they esculated her report but nothing else ~_~; she really wanter her joytoy think its just a curse :( come on SE fix this already

Exact same issue, don't think SE is going to resolve it, have sent in two support tickets and replied to emails... very disconcerting that they can't get their act together on this.

[Trumpy]

I got the escalating and investigating emails too but nothing since. im kinda hoping that the delay is due to the holidays, but i dunno its gettin annoying.

[rapidDREAM]

Still haven't gotten mine. Sent a support ticket (had no response for a week), then got the escalated email. Then a week after that they sent me a 'tell us how we're doing' survey email which I held off for a few days, but then I let them know how they're doing. ..... not so good. :( blargh.

[Trumpy]

I go tthe CS survey email litereally the next day after gettin the We got your support ticket stay tuned. then the net day or so the escalating one. Was like but you havent helped me with anything yet how am i sposed to give my opinion.

[Hulkamania]

When I called SE and spoke to the rep there regarding the tethered cell phone connection tech support last week, he told me. "They are collecting information and then may send out all these codes at once at a later time.":rolleyes: when I mentioned this at the end of our conversation after he gave me the standard customer service "Is there anything else I can help you with today?"

There may be faint hope we might get something later, but I won't be holding my breath about this.

[Enochroot]

For those of us who went to the trouble of following directions and opening tickets and whatnot only to have those tickets "escalated" - I don't think it's too much to ask to like, hear back from them? I mean, that's the whole point of customer service. One would think it'd be doubly true during a customer appreciation event.

I, too, received the customer satisfaction survey after having my ticket escalated and forgotten about. I made sure they knew how dissatisfied I am. The holidays are over, no more excuses. Why have I not received any updates on this issue since December 16th?

[Patrynhaplo]

I never got any codes either. Been playing for years and my wife (who I got to play 2 years ago) got hers right away. Its really frustrating paying for all these years and one time I have an issue there is no support. I've been getting jerked round for a month. I've been trying to be patient but this is completely ridiculous. I'm disgusted with SE. Its because of us loyal players that these people have jobs. I'd be fired for being so incompetent (and most likely sued). We have rights as consumers and SE is obligated by law to provide support for paying customers. Are you listening NOC? It's insulting that SE thinks they can treat us this way. Beyond pissed.

[Enochroot]

Agent Kevin H: Hello and thank you for holding. I understand that you're contacting us regarding not having received a campaign code for FFXI. I apologize, but at this time that matter is still in undertaking and we'll contact you back once the matter has been resolved. That said, I can collect some further information to help speed up this process.

You: i'm glad that the issue is still being worked on and not forgotten
You: because it's been a whole month since i've last heard anything on the ticket i opened
You: and the FFXI tech support forums have a whole thread full of people having a similar problem

Agent Kevin H: Yes it is a matter we are aware of and we are trying to resolve this and get everyone their codes. I appreciate your patience and cooperation in this matter.
Are there any different issues I can assist you with right now?

You: you might want to let the people in that forum thread know that.

Agent Kevin H: I'll definitely make note of it. Otherwise, thank you for visiting the SQUARE ENIX Support Center! Take care and hope to see you online!
Agent Kevin H has disconnected.

SE is ok with a support ticket being open for over a month with no progress and no communication with the user. Customer appreciation indeed.

[Bamph]

I never got any codes either. Been playing for years and my wife (who I got to play 2 years ago) got hers right away. Its really frustrating paying for all these years and one time I have an issue there is no support. I've been getting jerked round for a month. I've been trying to be patient but this is completely ridiculous. I'm disgusted with SE. Its because of us loyal players that these people have jobs. I'd be fired for being so incompetent (and most likely sued). We have rights as consumers and SE is obligated by law to provide support for paying customers. Are you listening NOC? It's insulting that SE thinks they can treat us this way. Beyond pissed.

Can you link to the law you are referring to? I'd love to take a look at it.

[Enochroot]

The most insulting part of this whole thing is that in addition to the emails I receive from SE regarding billing notifications and crysta being added, since this whole thing started I've also started getting spam from them that I didn't even sign up for. Yesterday I got spam from them re: Tomb Raider. I never signed up for that, I'm not interested in Tomb Raider (or for that matter, any of SE's offerings at this point), and yet I'm hesitant to actually mark it as spam and unsubscribe from whatever they've subscribed me to (without my permission) in case it affects receiving the campaign code.

Still nothing from SE either on the tickets opened or from the reps who may or may not pay attention to this forum. Hey, at least I'm not holding my breath for Cait Sith and Atomos. :P

[Ziyyigo-Tipyigo]

Yesterday I got spam from them re: Tomb Raider.

I'm wondering why I got it twice.

[bungiefanNA]

Sent an email yesterday after asking around and not finding anyone that got the code from the issue. SE has been silent to everyone with an NA or EU account that I can find. I have two support tickets open with them that have apparently been untouched, the one for the Mog Pell code, and one for a mission that is stuck due to inconsistent character data from 2 weeks before the Pell event. I asked how tickets are allowed to age this much with no response to the person that filed it. I just got this in my mailbox:

Thank you for contacting SQUARE ENIX support,

We apologize for the delay in response regarding your issue. The issue is still under investigation and you will be contacted once we have further information regarding this matter. We apologize however we will be unable to provide any ETA regarding a possible resolution/fix for this issue nor can we guarantee the desired result you are looking for. We appreciate your patience while we attempt to resolve this issue for you.


Thank you for contacting the SQUARE ENIX Support Center.

--------

Obviously, that's a non-answer, not being able to give an ETA to anyone... They can't guarantee the desired result (a simple code issuance)? Wasn't that the whole point of linking us to file a support ticket? Also a broken character data issue you would think would get a faster response, as 3 login campaigns and the crossover event have gone by and I have cleared 2 expansions since I reported the problem, and if they have to rewind my character data and make me lose that progress and the unique items, it will be a horrible solution.

[Enochroot]

More spam from SE, this time re: Drakengard 3. Not interested. Still no campaign codes, though, and nothing back from SE support. At this point I'll likely be letting my crysta run out and part ways with SE completely. There's no reason to financially support a company that treats its paying customers with such disregard.

[Puck]

This is still an issue. It never stopped being an issue. And SE still hasn't bothered to comment on it.

[Enochroot]

Good news, everyone! You can safely unsubscribe from the spam emails SE has been sending and it won't jeopardize your chance at possibly maybe someday receiving the campaign codes perhaps:


Agent Joseph G: Hello and thank you for contacting SQUARE ENIX Customer Support. Just a few moments while I review your question, please.
You: Great, thanks.
Agent Joseph G: So what can I do for you today?
You: Well, I'd like to know the status of my ticket.
You: It's been 2 months and I've been told several times that the issue has been escalated and that I'd hear back and nothing has come of it.
Agent Joseph G: Is this regarding the campaign codes for FFXI?
You: Yes.
You: I've received lots of email from SE since December, but no codes.
Agent Joseph G: Unfortunately those codes have not been issued yet to customers who did not receive them.
You: Is there an ETA? 2 months is an excessively long amount of time.
Agent Joseph G: Unfortunately I don't have that information. I can assure you that the issue has been escalated, but we currently do not have an ETA.
You: Ok. One more thing: since I opened the ticket in December I've started receiving spam from SE for other games they want me to buy. I didn't receive these sorts of emails prior to this and I'm really incredibly not interested but I'm wary of unsubscribing from whatever list I've been forcefully signed up to in case it might negatively impact getting the campaign codes.
You: So my questions are: why was I signed up for these spam emails and is it safe to unsubscribe from them?
Agent Joseph G: We are having some issues with our automated email system, so I apologize if you are receiving unwanted emails. you can go ahead and unsubscribe to those, as the newsletter is separate from any email's you would receive regarding this case.
You: So as long as I'm still receiving the newsletter I should expect to someday in the distant future receive my campaign codes?
Agent Joseph G: Correct. Again, I apologize about the wait.
Agent Joseph G: Are there any different issues I can assist you with right now?
You: One last question
You: And it's related
Agent Joseph G: Sure
You: If I were to let my Crysta run out and not renew it, would I still eventually receive the campaign codes? I don't intend to pay you guys any more money until I get the support I feel I deserve as a paying customer.
Agent Joseph G: A subscription would not be required for you to receive your code.
You: Right on, thank you very much for your time, have a good day.

[Enochroot]

Oh man, it's a veritable carnival of failure over at SE. The "unsubscribe" and "edit subscription" links in their spam don't work, they just redirect to SE's NA home page. This is a fantastic lesson on how not to treat customers.

[Puck]

All good stuff to know, Enoch. Thanks for the update. And yes, this is an awful display of customer service in action.

[Enochroot]

More spam from SE today. Got fed up, looked up the mx record of their mail server (ahem, public information) and found that they use Yesmail to send out these spam messages that you can't unsubscribe from. I gave Yesmail a call at their main number (you can find it on their website) - explained the situation regarding the links in SE's emails not working and their tech support not caring to help. They took my email address and promised to get it removed. I let them know if I continued to receive the spam, I'd be submitting them to all the fun realtime blacklists that are out there. Yesmail, at least, seems to take this seriously as they understand how drastically it could impact their business.

If anyone from SE is watching, you need to chime in to at least acknowledge these problems and let us know that you're working on them. Ignoring folks will be bad for business.

[rapidDREAM]

Still waitin'. Luckily the update hit and theres some stuff to keep my mind busy.

[Patrynhaplo]

You should check with consumer affairs. When you accept payment for services and promise goods you are liable. In this case it would most likely result in just a series of complaints logged against a company. I was speaking more in ideological terms than the real world we live in with Bank of America and Haliburton....
We all pay for a subscription and that comes with support- if no actual support is provided that is false advertising is it not?


Can you link to the law you are referring to? I'd love to take a look at it.

[Enochroot]

I have just received an email with a campaign code in it - no mention of which of my two accounts it's for, but keeping Murphy's Law in mind one would assume it'll probably be for my mule's POL ID. Once I'm done re-installing and applying updates, I simply can't wait to see if it actually works. I mean, what're the odds? :P

EDIT: fwiw, you don't need the game installed to redeem the code. You can log in to the account site, enter the code, and choose which POL to apply it to. Totally sensible design decision, I'm literally in shock.

[Ziyyigo-Tipyigo]

Just got mine as well.

[Puck]

Finally, just got one! There should be two, though. But seeing as how you guys got yours hours earlier than me, I guess I can assume the other code is on its way?

[bungiefanNA]

Mine showed up 4 hours ago.