Hire weekend and/or 24/7 support staff

[Tanag]

Square Enix really needs to hire some more support staff for the evenings and weekends. It's frankly ridiculous a company of this size doesn't already have this.

Currently tons of people are locked out of their accounts due to a billing issue, and since it's the weekend they are all pretty much hosed till Monday.

I work for a small software company that brings in about 3million a year. We have a little over 50 staff and even we have 24/7 support for our clients. Our clients are all businesses as well, so most are operating 9-5 everyday. Still we offer full weekend and evening support.

In comparison, as of their 2010 annual report has SE had a net income over $110,000,000 and 3,338 employees.

How can you not offer the same level of service a company 1% the size. The majority of your competitors do it too.

Your main customer base plays on evenings and weekends. That's just the way it is with people going to school and having work during the day. So your support hours are basically the opposite of when the majority of players would need it. This makes no sense.

Please hire some more staff. You can clearly afford it. Your players clearly want it.
Ever since the new team has taken over and Tanaka is no longer playing an active role in FFXI, the support has grown tremendously. These forms have been a great start. Now take the next step.

This game would be in such better shape if all this had been done years ago, stop shooting yourself in the foot.

[Neika]

I don't think it would be that hard to find people to do it either. There are lots of people who are currently out of work (I am one of them) and wouldn't mind working evenings and weekends if it meant making money to pay rent, buy food, etc.

[Alhanelem]

Most businesses outside of retail (and especially outside the US) do not operate on weekends, especially on sunday. Granted, because SE offers a service 24/7 they need to be able to offer some kind of support during those times, but what is available is pretty lackluster; essentially only GMs are there and they can only handle issues in-game.


We have a little over 50 staff and even we have 24/7 support for our clients.You probably don't have tens of millions of possible clients, though. You'd need more than 50 staff.

As a population gets bigger, it gets more difficult to support it. Back in medieval times, a monarchy made decisions mostly on its own, with its support staff mainly consisting of his/her subjects (vassals). These days a president of a nation of 100+ million people works with three different main govermental branches, each of which all have their own massive staff and decisions are made by comparitively large bodies of people and the decision making process becomes tedious and slow at the same time as the work load becomes much bigger than it was in the early days.

To some the above mess up: the bigger something gets, the harder it is to manage and the more people required to manage it at even a worse level than before.

[Kraatos]

Most businesses outside of retail (and especially outside the US) do not operate on weekends, especially on sunday. Granted, because SE offers a service 24/7 they need to be able to offer some kind of support during those times, but what is available is pretty lackluster; essentially only GMs are there and they can only handle issues in-game.

You probably don't have tens of millions of possible clients, though. You'd need more than 50 staff.

As a population gets bigger, it gets more difficult to support it. Back in medieval times, a monarchy made decisions mostly on its own, with its support staff mainly consisting of his/her subjects (vassals). These days a president of a nation of 100+ million people works with three different main govermental branches, each of which all have their own massive staff and decisions are made by comparitively large bodies of people and the decision making process becomes tedious and slow at the same time as the work load becomes much bigger than it was in the early days.

To some the above mess up: the bigger something gets, the harder it is to manage and the more people required to manage it at even a worse level than before.

Weather or not Tanag, has 10's of millions of clinets, Look @ verizon wireless, sprint, atnt, look @ all major cable companies... they all have simlar ammounts of clients n they all have 10's of millions of clients and they manage jus fine i absolutely agree with what Tang is saying hiring a set number clearly to work nights/weekends for customer service would better the needs of the people who mainly play in them times

[Nate]

i have to agree with Tanag. SE needs 24/7 support! we should start a protest, this whole ordeal is BS

[RAIST]

In case you missed it, they do have people looking into the issue with missing content ID's since the April billing kicked off, so they do have someone available to work on things--they just don't have people that you can contact directly by phone and such:

http://forum.square-enix.com/ffxi/threads/4575-NA-Registration-Server-Technical-Difficulties-(Apr.-2)

[Alhanelem]

Look @ verizon wirelessWhy would I look at a company with poopy customer service? You need a better example than that.