SE customer service

[Rambus]

I made a topic about this issue a while ago and I cannot find it to bumb it.
(I am also not sure what place this goes in)

I was told by a GM to call the support desk about my banned mule account and to speak to a supervisor on the issue. I gave them my phone number and e-mail address and yet to be contacted. I waited a bit before coming back here to talk about this issue because of the quake.
I want to know the following:

Why are polices in place for GMs that do not allow them to give good service?

Why are a lot of my GM calls/ support desk calls cut short? ( they leave me hanging sometimes, I would have questions that were not answered and I would need up calling back right away)

Why is there so much unhelpful auto messages? ( in wow they do not give you a prescript message when they feel they do not need to talk to you)

Why am I jumping though so much hoops and wait so long to get my account unbanned?

I know the ToS says we can ban you for any reason without notice. I was called a RMT on my mule account though, I DO NOT RMT. The only reason my mule was called that is because it was 2009 when you ( square enix) was ban happy with software that does not work well.

Why is the window for placing a call so small? I had countless replays saying I did not give enough information. the reason I did not give enough information is because the room is too small.

Why are there bad polices regarding con games? I was ripped off 7 Mil in gil once. I stated exact time of place of the person sending me tells, where I was when I got the tells, and the place where we met. I had to go though a LOT of headache just to get a GM to look into it ( a GM once told me the trade never took place)

When I finally got across I wanted something done I was told by the GM the GM took some items and gil. I told the GM I didn’t have room for the items then turned around and said "oh I am sorry our poloices tell us we can’t give you the items" and gave me 480k out of 7 mil ( I can get SS if you really want to know exact amount)

That is very insulting you call that service.

taught me a lesson though, I cannot trust anyone and i cannot trust GMs for support.

[Rambus]

Sorry should this go here:

http://forum.square-enix.com/ffxi/forums/114
?

I am not sure where to comment about asking for advance help when the support center does not help you

[Rambus]

http://forum.square-enix.com/ffxi/threads/1178-SE-and-customer-serivce
http://forum.square-enix.com/ffxi/threads/830-Getting-customer-serivce-to-solve-an-issue-(-I-do-not-know-where-best-to-post-this


2/1/2011 - 2/28/2011 1,065 Approx. 1.7 billion
1/1/2011 - 1/31/2011 1,310 Approx. 2.2 billion
12/1/2010 - 12/31/2010 460 Approx. 60 million
11/1/2010 - 11/30/2010 968 Approx. 300 million
10/1/2010 - 10/31/2010 1,320 Approx. 180 million
9/1/2010 - 9/30/2010 2,090 Approx. 200 million
8/1/2010 - 8/31/2010 4,250 Approx. 520 million
7/1/2010 - 7/31/2010 1,400 Approx. 50 million
6/1/2010 - 6/30/2010 2,800 Approx. 230 million
4/29/2010 - 5/31/2010 2,900 Approx. 270 million
4/1/2010 - 4/28/2010 4,100 Approx. 270 million
3/1/2010 - 3/31/2010 11,900 Approx. 600 million (Wrongful Bans)
2/1/2010 - 2/28/2010 6,400 Approx. 800 million
1/1/2010 - 1/31/2010 10,840 Approx. 3.6 billion (Wrongful Bans)
12/1/2009 - 12/31/2009 13,729 Approx. 400 million (Wrongful Bans)
11/1/2009 - 11/30/2009 17,180 Approx. 700 million (Wrongful Bans)
10/1/2009 - 10/31/2009 14,080 Approx. 1.0 billion (Wrongful Bans)
9/1/2009 - 9/30/2009 14,140 Approx. 900 million (Wrongful Bans)
8/1/2009 - 8/31/2009 13,370 Approx. 1.5 billion (Wrongful Bans when I was hit)
7/1/2009 - 7/31/2009 31,630 Approx. 2.7 billion (Massive wrongful Bans)
6/1/2009 - 6/30/2009 16,230 Approx. 2.1 billion (Wrongful Bans)
5/1/2009 - 5/31/2009 12,170 Approx. 2.7 billion (Wrongful Bans)
4/1/2009 - 4/30/2009 9,500 Approx. 2.3 billion (Wrongful Bans)
3/1/2009 - 3/31/2009 11,070 Approx. 1.5 billion (Wrongful Bans)
1/28/2009 - 2/28/2009 7,650 Approx. 2.1 billion ( Salvage Bans)
12/23/2008 - 1/27/2009 7,210 Approx. 1.5 billion ( Salvage Bans)

Also like to know the right section for such comments.

I finally figured out what happened to my threads, I think what happened was during the maintance it split threads you made and posts you posted. That is why i thought they vanished.

Thanks to SGM ashvrei they helped me understand what was going on and where to find my threads. I like the fact GM actally did something to help me lol.

That is something else I can say about this topic, since I am commenting on the general service we get from GMs I would like to adress the plus side as well

When I was doing a server change one of my mules was misplaced. the first GM said I would have to wait 30 or the 90 or w/e days it is and pay again (wtf?) so i said can i speak to SGM. When i spoke to SGM they told me to log out and they changed my mule to right server.

day later GM contacted me on thier own ( this is the part that shocked me) and asked if everything went well and if everything is the way it is suppose to be. I would LOVE LOVE to see more interaction like this.

the other time I really have to say GM really helped me was SGM Ashverei helping to sort out my confusion on why I could not find my threads here.

One of my worst experience has to deal with when I delt with a scam. I delt with BS trades before so this time I was ready incase it went sour. I waited 6 days for him to hold his word and he did not keep it so I did a GM report. The first GM I got told me the trade never happened. This ticked me off to no end and this is why:

I gave them the zone where the guy was sending me the tells, down to the exact second, I told them where I was when i started to get tells. I then told them the zone we met at and the exact second the trade took place and the terms of agreement of the trade. The GM claimed it never happened and was closing my case. I ask to talk to SGM and they reopened my case. GM never contacted me I always had to contact them. One day i contacted them they sent me to GM jail to trade me ( only time i been to this place) they gave me 490 980 out of 7 mil with some items. I said i was full and if there was a way to work out something ( he was trading me worthless crap like NQ staffs) The GM claimed the person used my money to buy these items so he was returning it to me. Then the GM said polices state we cant give the items to me. i mean WTH? This made me think GM was keeping stuff from me that should of been mine, the player in question told me the GM took other things like Antares Harness and such. If the DEV/SE reps want proof of this occurrence I would be MORE THEN HAPPY to post all my SS. I have them still. I would post them on my own now but I do not want to be stepping on privacy lines.

Hmmm that reminds me, when GM violates privacy code what do you do for the player? I really have to tell you that MT the GM gave to the guy I was reporting was not very nice. You know I get tired of hearing people saying XXX bots omg but do nothing about it so I report it for them.

My worst experiences has to deal with dealing my banned mule account. I talked to GMs and SGMs repeatedly about all these hoops I have been going though that the help center is giving me. The last instance was GM telling me to tell the helpdesk to ask for supervisor. I did that and they said the supervisor would contact me. It never happened so here I am writing my complaint on that because I have no one else to turn to fix my account.

[Moldtech]

http://forum.square-enix.com/ffxi/threads/1178-SE-and-customer-serivce
http://forum.square-enix.com/ffxi/threads/830-Getting-customer-serivce-to-solve-an-issue-(-I-do-not-know-where-best-to-post-this



Also like to know the right section for such comments.

I finally figured out what happened to my threads, I think what happened was during the maintance it split threads you made and posts you posted. That is why i thought they vanished.

Thanks to SGM ashvrei they helped me understand what was going on and where to find my threads. I like the fact GM actally did something to help me lol.

That is something else I can say about this topic, since I am commenting on the general service we get from GMs I would like to adress the plus side as well

When I was doing a server change one of my mules was misplaced. the first GM said I would have to wait 30 or the 90 or w/e days it is and pay again (wtf?) so i said can i speak to SGM. When i spoke to SGM they told me to log out and they changed my mule to right server.

day later GM contacted me on thier own ( this is the part that shocked me) and asked if everything went well and if everything is the way it is suppose to be. I would LOVE LOVE to see more interaction like this.

the other time I really have to say GM really helped me was SGM Ashverei helping to sort out my confusion on why I could not find my threads here.

One of my worst experience has to deal with when I delt with a scam. I delt with BS trades before so this time I was ready incase it went sour. I waited 6 days for him to hold his word and he did not keep it so I did a GM report. The first GM I got told me the trade never happened. This ticked me off to no end and this is why:

I gave them the zone where the guy was sending me the tells, down to the exact second, I told them where I was when i started to get tells. I then told them the zone we met at and the exact second the trade took place and the terms of agreement of the trade. The GM claimed it never happened and was closing my case. I ask to talk to SGM and they reopened my case. GM never contacted me I always had to contact them. One day i contacted them they sent me to GM jail to trade me ( only time i been to this place) they gave me 490 980 out of 7 mil with some items. I said i was full and if there was a way to work out something ( he was trading me worthless crap like NQ staffs) The GM claimed the person used my money to buy these items so he was returning it to me. Then the GM said polices state we cant give the items to me. i mean WTH? This made me think GM was keeping stuff from me that should of been mine, the player in question told me the GM took other things like Antares Harness and such. If the DEV/SE reps want proof of this occurrence I would be MORE THEN HAPPY to post all my SS. I have them still. I would post them on my own now but I do not want to be stepping on privacy lines.

Hmmm that reminds me, when GM violates privacy code what do you do for the player? I really have to tell you that MT the GM gave to the guy I was reporting was not very nice. You know I get tired of hearing people saying XXX bots omg but do nothing about it so I report it for them.

My worst experiences has to deal with dealing my banned mule account. I talked to GMs and SGMs repeatedly about all these hoops I have been going though that the help center is giving me. The last instance was GM telling me to tell the helpdesk to ask for supervisor. I did that and they said the supervisor would contact me. It never happened so here I am writing my complaint on that because I have no one else to turn to fix my account.

That GM straight up lied right at that point and I CAN verify a GM returning a PCC after someone swiped it from a bcnm loot pool.

[Rambus]

That GM straight up lied right at that point and I CAN verify a GM returning a PCC after someone swiped it from a bcnm loot pool.

going along with your thought.

Is it really much to ask for consistency and fairness?

http://forum.square-enix.com/ffxi/th...0241#post60241

I would like a replay on how to fix my account when the help desk does not.

I made this point before, if something cannot be done correctly do not do it at all. Do not state on the main website that you fight trade scams and you will fight for us if you are going to do 490 980 out of 7 mil. I bet that GM did lie, 491k out of 7M? that is a big joke.

I would like a rep to replay to me since the help desk is not helping me.

[RAIST]

uggh... I never dealt with the GM's over lost items because of my past dealings with them when trying to file against issues with players (callig out RMT activities and such). I just booted my laptop and went right to the support portal. A couple times it did me no good (like when I chunked my smart grenade by accident because of a fat finger mistake in the macros). All I can say is keep hounding them on it via phone or chat--maybe you'll get lucky and find someone who can actually fix something. Took me almost a month of hounding them to get my toon restored after I got hacked years ago. And I caught it less than 8 hours after it happened as I logged in first thing the next morning and all my crap was gone. They eventually got me restored to about a week prior to when I lost everything (had to upgrade some pieces again that I had swpped just before I lost access to the account)--but it took a lot of poking and prodding to make it happen.

Best of luck...

[Nillvast]

Rambus,

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 and we will be happy to help.

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)

[Rambus]

Rambus,

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 and we will be happy to help.

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)

I do not understand, I said I already did that and it did not change anything ( like get my account back)
I was told I would be contacted by a manager and I did not get contacted.

I do realize this may be the wrong place for comments on square enix support but I do not know where to post such an issue.

I submited meny times though the helpdesk and the feedback link here:
https://support.na.square-enix.com/form.php?id=20&la=1&p=0&fo=41

and nothing has changed.

look at RAIST's post, you think that is fair treatment?

[thefinalrune]

SE is notorious for having extremely poor customer support to start with. I recall a case listed in the news a couple years ago where a family filed a law suit over the overly complex procedures involved in completely canceling a FFXI account. I'm sure that case was blown out of proportion by individuals with absolutely no technical savvy, but its been overly clear that SE has created a nightmare of redundancies and bloated procedures.

Far too often players are either completely brushed aside and ignored or overtly pampered, usually based on their location. I wouldn't doubt that if you haven't experienced it yourself you know some one that has witnessed SE's preferential treatment of its JP player base.

I've always been fascinated by the fact that the BBB gives SE an A+ rating despite the only listed customer reviews all being extremely negative. Granted, soured customers are more likely to speak out than pleased ones, but this issue remains. As a developer and a publisher, I love SE, especially the Sakaguchi years, but its customer service branch has always disappointed me.

@ SE Support Rep:
Clearly following official channels has produced insufficient results for the player. The only reasonable course of action when the laid out path fails is to take another one. Which really just further cements his concerns regarding the status, usability and response of the SE Customer Service branch. If the thread is in the wrong location you should move it instead of feeding out more pre-scripted responses.

[Moldtech]

Rambus,

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 and we will be happy to help.

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)

Seems to me being unable to use a mule is a technical issue.

[RAIST]

It's an old rule of marketing/customer service--

A happy customer will tell 3-5 people closest to them, while an angry customer will tell EVERYONE they meet....make sure the customer walks out the door with a smile on their face.

As evidenced by this unhappy customer, someone SERIOUSLY needs to contact this client and make an earnest effort to resolving the issue, he/she has already posted multiple times on the issue and at best has been told to use the channels that have already failed.

[Rambus]

It's an old rule of marketing/customer service--

A happy customer will tell 3-5 people closest to them, while an angry customer will tell EVERYONE they meet....make sure the customer walks out the door with a smile on their face.

As evidenced by this unhappy customer, someone SERIOUSLY needs to contact this client and make an earnest effort to resolving the issue, he/she has already posted multiple times on the issue and at best has been told to use the channels that have already failed.

YES!


Seems to me being unable to use a mule is a technical issue.

hey good point!

[Rambus]

Can I have a Community Rep to step up my story or something? I do not know what more I can do, i feel like i am not getting herd.

[krusnik213]

i also have a thread started about the poor service titled faulty support and methods of SE and i was banned for THE EXACT SAME THING this is bullshit SE and you need to get your shit right, poor service and lack of care for your god damn customers no wonder wow has a bigger base of players, this is total bullshit

[Siros]

Rambus,

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 and we will be happy to help.

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)

This right here shows that SE doesn't give a flying fu*k about you or anyone else for that matter.This is the best response you will get from them unfortunately... Im sorry my friend,SE sux at customer service they just want ur monthly payment....

[Nadeu]

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 and we will be happy to help.

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)