Comments on customer service

[Rambus]

I tried talking to a GM in asking where I put this subject. He told me if it is in the wrong place it would just be moved. So why is my thread locked?:

http://forum.square-enix.com/ffxi/threads/4333-SE-customer-service/page2

I am going to make this simple as I can. I do not want a rep telling me to go to the support center. I tried that, they did not help me. I want higher support/comment ( SE rep)

I even sent report to my self to STF box here explaining that all I did was mule, not RMT:
http://support.na.square-enix.com/contacttop.php?id=20&la=1

I did Suggestions & Feedback
I did report to STF, I did helpdesk several times (some reps where rude and cut me off short, in otherwords I was still typing and has questions where they left me.)

The last support desk rep told me a supervisor would contact me, so where is my contact??????

[Fearforever]

Damn that sucks, I've had a rude SE rep before on the online support who said they'll get back to me within a minute or so to check my details and forgot about it and left me hanging for 45 mins and when i said "Hello?" they said "oh hay".

You tried phoning SE Support up? usually get stuff done better on the phone + you can always ask to speak to a manager/supervisor

[Rambus]

Damn that sucks, I've had a rude SE rep before on the online support who said they'll get back to me within a minute or so to check my details and forgot about it and left me hanging for 45 mins and when i said "Hello?" they said "oh hay".

You tried phoning SE Support up? usually get stuff done better on the phone + you can always ask to speak to a manager/supervisor

phone is hard for me

[Rambus]

/tap, /tap this thing on? sir DEV rep what should I do?

[Avina]

This really does deserve to get commented on by a dev, because this is a serious issue in general. On a game with a declining population (actually, on both FFXI and FFXIV), the STF has this auto-ban procedure setup that flags the RMTs but, also tags innocent players as well and bans them and makes them jump through hoops to get back into the game.

Square-Enix, why have you *never* commented on any of the complaints on your customer service? Why do you lock threads that bring it up? I'm not trying to sound like I'm trying to just stir up crap, but really, if people aren't reading about it here, they are reading it on Alla or FFXIAH. You have notoriously bad customer service (at least on the NA side of things), why hasn't there ever been an attempt to fix this? You lose a lot of customers over it.

That and, to be honest, I think the players are more afraid of the special task force than they are of the RMTs. I would gladly take having RMTs running rampant in the game than have fear of the developer team themselves banning me for transferring a large amount of gil to my main character *from my own mule on the same POL account.*

If there's no way to differentiate flagging between RMT activity and normal player activity, it should be removed, hands down.

[Urteil]

Because SE has fluff down to an artform, they honestly spend more time on the stupid lore and background of the Easter Events, then they do fixing issues in game.

Because SE is arrogant without any logical recourse in adopting their stance of superiority.

On the whole SE doesn't even bat an eye at legitimate complaints. They must have some maniacal jerk designing aspects of the game. Whoever is running the development team seems so out of touch with reality sometimes. I wonder if he should be committed to a psych-ward.

Every time they release an update its a whole bunch of fluffed up nothing, with semi-erotic food speech about how our adventuring palates will be satiated and how delicious the oncoming buffet of updates will be, when in all reality it normally compares to a piece of bread and a glass of water.

The entire philosophy of the company should be evident when they do weird cryptic things like not put definitive explanations on latents for gear, and mix/match their standards by putting specific values on things like resistant trait gears and not others.

The response from moderators is slow at best.

The fact that in 2011 we finally have an official forum is a joke and other companies such as Blizzard are rightly justified in laughing their ass off at anything SE could ever hope to do.

I sometimes wonder if out of pity if Blizzard might give SE some funding to fix their game, especially with "dat whol FF14" thing. It seems like less and less of a joke.

[Rambus]

Thanks for the positive comments guys!

yeah I have much better time with blizzard and wow. Like I can report "hey this bugged I did not get my item" the GM looks into it tries to find what went wrong and when they do i get the item!

with FFXI they only deal with you if you like tossed it ( they do not recover items if you never possessed them)

plus they do not sound like robots or spam you with auto messages. and when they do leave you with an auto message the replay reflects what you called about, not an auto message thrown at you out of a collection of 5.

[Crocker]

I'm still trying to get my account back also pretty much same story Banned Aug 3rd 2009 RMT related activities (Never did that of course) live chat they just disconnect, the phone they hang up on you, and GMs in game say they cant help because its a different account. So whats the point of linking all accounts to a enix ID I have 3 and only 1 was banned if I was really RMT all should of been banned.

SE Please listen to your customers many of us did nothing at all wrong. Hell I don't even use windower refuse to actually, and have never bought or sold gil. I will not go out and buy more copies of the game and start over but would love to play with the character I payed for.

RMT and cheaters have ruined this game bad and this alone is a HUGE example of something that should of never happened and when it does happen on accident it needs to be dealt with asap and not say "A ban complaint has been filed".

There was a huge wrongful banning that happened to others because they they gardened and NPCed all the stuff and those people are still banned also.

Innocent Players should not have to fight for almost 2 years to try to give you money to play a game just to be treated like crap!

Respond SE help the many that were wrongfully banned Ide love to get my 93 cooking 71 thf 68 bst account back!!!

[Rambus]

So mr rep how do I fix my account when help desk and all other sources been exhausted?

the help desk even last told me some supervisor would contact me, I never got contacted.

so what happens when i am lied to?

[Octaviane]

There have been quite a few threads started on the subject of Customer Service/Support. Only once has the subject been addressed by a Moderator. The answer was pretty much a repeat of everything that a GM might say to you or a request to file a complaint with the STF and a "boo hoo" attitude of "we do everything we can to fairly adminster the rules of the ToS". "Why are you hating on us".

I understand that hundreds of complaints are received daily that GM's/SGM's have to sift through, but, as I have said in another thread sometime back, these people can see what is going on and read the dialogue. They might not always be able to see the player abuse/cheating/rmt activity, but if it's obvious to the players why does SE continue to ignore it and us?

The recent free month issue where players were not able to access their accounts for several days is a prime example. I can see that a few players might not have had valid credit cards/properly updated information, but there were hundreds of people who were denied access for no reason. What did SE/PoL do? For a couple of days there was no response to the problem. Then it was "oh we have a problem Houston". Point is, it should never have happened in the first place, except for those that I mentioned that might have had invalid information.

There are fewer GM's (budget restraints), that is pretty evident given the amount of time it now takes one to respond with the same canned response.

While I have had no particular issues with Customer Service/GM's, nail on the head is that SE does not like to address anything that attacks their credibility.

These forums were created for player feeback/suggestions/help/support, but you will notice that very few responses come back from Moderators, even when there are a lot of very valid suggestions/ideas. Not everything can be implemented, we understand that, but I would hazard that 85% of posts are ignored. Example: In the jobs section>>>>BLU Mage, tons of great ideas, not one response from a Moderator.

Long story short. SE/PoL, you need to work on your Customer Service issues, and improve dramatically in-game support.

[GlobalVariable]

Support always runs me in circles. Every department says they can't help me and says to go to the next, until I am sent back to the same person i started with. Email always directs me back to live chat who directs me back to phone who directs me back to email. Not even going to talk about the total futility of in game support. I have had conversation with support where I am repeatedly saying "I UNDERSTAND that YOU can not help me, please give me to someone who CAN" and they just repeat the same scripted reply of stating their department can't help and sending back to another one that we already established can't do #$%^. I swear to god sometimes I think live chat is run by a robot. Phone support isn't toll free and never once has ever been able to do a thing for me. Nobody I know even bothers trying to get anything taken care of outside of being stuck or billing issues now. We've all learned its completely useless. And even billing issues are a massive hassle most times.

[Coephoros]

I've only ever had one bad CSR experience. I cancelled my subscription for 6 months because of it. But that's 1 out of a dozen or so very helpful folks on the phone, GM calls, etc. Heck, even the GM threatening to jail my party for flailing Nidhogg on some RMTs was unfailingly polite and transparent with his (her?) communication. I did get laughed at for nuking in a Rainbow Cape once, though.

[Glamdring]

I work for a commercial litigation attorney. I frequently have to contact insurance companies, collections/banks etc. on behalf of clients. A little tactic I use the second I detect that I'm dealing with someone who can't do anything is "Do you have authority to resolve this in (my) favor? No? Then get me to someone who does, I don't mind holding, I'm charging $300/hr and if this goes to court and I win it's coming from your company..."

I usually have a supervisor (or their lawyer) on the line within 90 seconds.

Now, you need VERY strong documentation in your favor Rambus to prevail, but consumer complaints go to the Federal Trade Commission, especially as SE is a foreign company doing business in this country. However, I think they actually have an American corporation in iirc Palos Verdes California that can get hit with sanctions if they are violating terms of a consumer contract. Note that the reason I said you need such strong documentation is that their contract (the TOS) is so strongly worded in their favor that I think you've already signed away any rights should someone on the SE side molest your kid, let alone screw you over on a bogus RMT investigation.

[Rambus]

I know when you click the agree thing it says we can ban you for whatever reason (really if i saw that on the box i would of think twice before buying)

but then i would not met the friends i did, save some stress though.

regardless can i please get a rep to answer me where to go when support desk and other outlets fail? Can I have a rep have someone to commutate with me to get my mule account really looked into?

I did ask gms before who can i talk to that makes policies or who can i talk to that has the power to look into my account, I continue in saying i want to talk to them.

this is what I get as a replay:

"can't let you do that starfox" (http://www.youtube.com/watch?v=aHBgvqy2iF4&feature=related)

[Greatguardian]

Pretty sure GMs have stated half a dozen times in threads like these (possibly even yours, since this is not your first thread on this) that they absolutely cannot discuss Account-specific information on these forums as it violates their Privacy Policy. Lacking a PM feature, I highly doubt they are able to respond to you privately over this medium. You would do much better to just call the Playonline Information Center, talk to a real person in real time and get a supervisor on the line.

Edit: That number is 1-858-790-7529 assuming you're from the US. They have fairly standard weekday hours, 9-5 PST Mon-Fri I think. Could be wrong.

[viion]

Theres a big thread (that im active in) on the XIV forums about the disgrace of GM's and how bad they are at their job, (or just the whole GM system).

in XI it seems you get banned for poking someone, in XIV you get away with murder lol its very difficult to get banned in there, most likely because their detections systems are broke like everything else in the game.

I hate SE GM and Support Staff with a passion, they're useless and rude. I've never been on any game before with such a bad environment.

[Greatguardian]

I've never even been jailed in XI, nor have I had a GM talk to me aside from cases where I was the one calling them. You'd be surprised how often the people who complain about being jailed/banned will lie about what exactly they did to get jailed/banned. The notable exceptions being Chargeback/Double-charge bans and the Gardening/"RMT" bans.

[Fincat]

Support always runs me in circles. Every department says they can't help me and says to go to the next, until I am sent back to the same person i started with. Email always directs me back to live chat who directs me back to phone who directs me back to email. Not even going to talk about the total futility of in game support. I have had conversation with support where I am repeatedly saying "I UNDERSTAND that YOU can not help me, please give me to someone who CAN" and they just repeat the same scripted reply of stating their department can't help and sending back to another one that we already established can't do #$%^. I swear to god sometimes I think live chat is run by a robot. Phone support isn't toll free and never once has ever been able to do a thing for me. Nobody I know even bothers trying to get anything taken care of outside of being stuck or billing issues now. We've all learned its completely useless. And even billing issues are a massive hassle most times.

This, this, 100 times this! I had an issue where I had activated a character that a friend was no longer using, and it was banned within 6 hours for suspicious activity. (I guess standing in Port Jeuno is super suspicious.) I was given two different reasons for the ban, one in an email and a completely different one from the representative I spoke to. Then the third person I spoke to said they didn't have any information as to why the account was banned but assured me that it was a soft ban and that it could be lifted. When I demanded to speak to a supervisor, they put me hold and said the supervisor was unable to talk to me. I was then told the same scripted answer, and told I could issue a ban complaint. I never received a response with regards to the ban complaint, and I still cannot access the account. I demanded a way to contact their supervisor to complain, and I was given a name and address so I could write a letter. Hmmm. I should post that information.

tl;dr Their service sucks and I am positive it's the same two dipshits who work in one cubicle who handle all their phone calls.

[Crocker]

I had an issue where I had activated a character that a friend was no longer using, and it was banned within 6 hours for suspicious activity.


Just so you know that is against the ToS and that ban was legitimate.

We want help with wrongful bans like extra accounts being blamed for RMT related activities.
Live chat, phone, sending a letter to that Willham Bigsby or whoever it was didn't work even reported to the BBB.
Seems like we need a 1 on 1 with the STF give us an option that works we did nothing at all wrong but we are punished.

[Rambus]

Just so you know that is against the ToS and that ban was legitimate.

We want help with wrongful bans like extra accounts being blamed for RMT related activities.
Live chat, phone, sending a letter to that Willham Bigsby or whoever it was didn't work even reported to the BBB.
Seems like we need a 1 on 1 with the STF give us an option that works we did nothing at all wrong but we are punished.

I did the same, when they had d or f rating was because they did not even replay to them.

then they got b or a or w/e it is now saying "policy does not allow us" or "we invite customer go to helpdesk" gives them that a or b

[Avina]

Pretty terrible that a mod or a dev can't step in here even to do so much as to lie and say they are making efforts to address the customer service issues. Seems my respect for this company has dropped even further.

To be honest, I think SE really needed that kick in the face that was FFXIV. You guys come off as being extremely arrogant, and you don't listen to your customer base. Its sad because I think XI could have easily been an MMO that could have held the market back from WoW, but that was blown due to your deb's and support team not being able to address even the most simplest of player concerns. It was great watching them release FFXIV which was barely even a game, and see the player base just give up on them.

Granted, they've improved a lot since them, they realize giving people what they ask for tends to keep them around as customers (SHOCK!). But they still haven't addressed their random banning problem.

[Valaris]

heres a good one theres a pt in uleguerand range abyssea thats using a ??? bot to pop nms and not let anyone else pop the nm and get this they are admitting they are using it in /say chat! i call a gm and even state that they are openly admitting to using it and proud of it. what kind of response do i get? thats crappy auto response for third party programs >.>. so i report the whole pt to the special task force including the timefame of the moment they were admitting to using it. and no one can even take the time to tell me that they are even looking into it and something is being done. all a gm had to do was just look at the chat log and theres reason to take action right there. but ill bet in a week if i search these peoples names they will still be there and nothing will have been done. thanks SE >.>

[Tamoa]

heres a good one theres a pt in uleguerand range abyssea thats using a ??? bot to pop nms and not let anyone else pop the nm and get this they are admitting they are using it in /say chat! i call a gm and even state that they are openly admitting to using it and proud of it. what kind of response do i get? thats crappy auto response for third party programs >.>. so i report the whole pt to the special task force including the timefame of the moment they were admitting to using it. and no one can even take the time to tell me that they are even looking into it and something is being done. all a gm had to do was just look at the chat log and theres reason to take action right there. but ill bet in a week if i search these peoples names they will still be there and nothing will have been done. thanks SE >.>

I keep hearing about people "bot popping" force spawn nms but noone has yet managed to explain to me exactly how that works lol. If it's a single item trade just make a macro, I do, and 99% of the time I will outpop the competition. Stop calling people botters just because they are faster than you to pop an nm. And you say they admitted to botting in /say, well it is entirely possible they were just making fun of your group and the fact that they beat you to popping every time.

[Rie]

I haven't had any negative experiences with the SE customer service. I've found them to be helpful and polite anytime I've needed help, both in game and over the phone.

Also, I agree with Tamoa. Just because they can pop something faster than you doesn't mean they bot.

A two line macro will usually beat most people trying to pop an NM.

/targetnpc
/item "pop item here" <t>

Face the ???s and spam that macro until the NM is popped.

[Alhanelem]

I don't know where people are getting this "service sucks" stuff from. Their service has vastly improved over the last year or so, and I have yet to ever meet a GM that was "rude." and I make way more GM calls than the average person. Just a few days ago I was talking and working with one of the SGMs to try to solve the problm of why they weren't recieving my event support request. It ended with him saying that something isn't working right and that he would review and approve the event manually and let me know ingame if it was approved or not. Every time I call they answer my questions in a reasonable manner. They aren't always able to solve my problem, but they were never "rude" to me.

You know, it really helps if YOU, the caller, are not rude and impatient. It goes a LONG way to getting better customer service. That's a human being on the other end, you know.

[Karbuncle]

Get your account wrongfully banned or hacked and try to get it recovered, You'll be either in tears of rage or in the fetal position within a week of trying to make any progress. (Then again, its real hit and miss, Some people seem to get good help, others end up with waiting ~3 weeks, People forgetting about them, no responses, repeatedly having to call back, etc. Who knows the real situation :|).

They do have some faults over-all, some large ones, But they aren't without their merits. A lot of current GMs are actually very nice and sometimes helpful. But, you know i don't recall where i heard this but it seems true, A customer who recieves good service generally won't spread word, but one who receives terrible service will almost always tell their friends about the terrible service and "not to go there", something to that effect. When you give bad service the word spreads, Good Service is generally quiet.

Its kinda like "no news is good news" when it comes to that, The fact there are literally dozens of "bad support" Threads here alone, even if only half of them are legit, shows there's at least some either bad communication or bad eggs there. I personally have never had any terrible experiences with on-phone reps, But i know people who have, so i know it happens.

on the same side, I've had some bad experience with GMs, but also some very good ones.


I Certainly don't think its as bad as some people try to make it, but when 1 person speaks up about a bad experience, they'll generally have other people who have bad experiences speak up too, and then it snow-balls. SE is "renowned" For terrible customer support, I think that age is slowly going away. Theres still a lot of problems (proofed by multiple threads here), but at the same time i think they've made a lot of efforts in the right direction.

SE is far from perfect, but so is everyone. They could stand to have better support, but i think they're trying a lot too.

[SNK]

I know when you click the "Agree Button", It says we can ban you for whatever reason (really if i saw that on the box, I would have thought twice before buying.)

But then i wouldn't have met the friends I did. It saves me some stress though.

Regardless, Can I please get a rep to answer me where to go when support desk and other options fail? Could I please have a rep have someone to communicate with me to get my mule account really looked into?

I did ask the gms before about who can I talk to that makes the policies or who can I talk to that has the power to look into my account, I keep asking that I want to talk to them.

This is what I get as a reply:

"can't let you do that starfox" (http://www.youtube.com/watch?v=aHBgvqy2iF4&feature=related)

I'd hate to say it guy but your account is probably long gone and screwed away. You'd better just forget ever seeing it again.

[Valaris]

and yes they were botting lol. the ??? wouldnt not even appear before they poped it and no one accused them of botting to get them to say it. 5 partys were there asking for rotation and they said and i quote "why should we work out a rotation when we dont have too because your cant beat a ??? bot."

[Tamoa]

and yes they were botting lol. the ??? wouldnt not even appear before they poped it and no one accused them of botting to get them to say it. 5 partys were there asking for rotation and they said and i quote "why should we work out a rotation when we dont have too because your cant beat a ??? bot."

You can't pop NM before the ??? appears. That's like saying Fafnir popped purple. It's called lag. If there were a total of 6 pts there, chances are you were lagging lol.

[HFX7686]

I don't understand why you've run into problems. I've always felt SE has excellent customer service. Are you approaching them politely or are you being demanding? I've never had a problem with them every time I've emailed, chatted, or telephoned them. They've always been very helpful and I've always had my issues resolved. I think you need to change your approach when speaking to them as customer service representatives have very stressful jobs and being rude and/or demanding will generally get you no place.

[Alhanelem]

Get your account wrongfully banned or hacked and try to get it recovered,I don't know anyone who's been "wrongfully" banned. I do know some people who have had to recover their accounts- it's not a fast or simple process, but that's not a fault of the customer service reps. Most of these people's interactions with them were pretty positive for the most part. The worst case was where a notary and photo of a drivers license were needed; That sucks, but Blizzard and other companies will ask you to do that too- it's not just an SE thing.


I've always felt SE has excellent customer service.Now don't get me wrong, I think they're doing pretty good now- they've improved a ton over the last year or so. However, they weren't always as good as they are now. The first few years of the game in particular it was really hit or miss.

[GlobalVariable]

I keep hearing about people "bot popping" force spawn nms but noone has yet managed to explain to me exactly how that works lol.There is a 3rd party method out there for automated trading of multiple items, which got adapted into being used to automate popping force pop NMs faster than a human could effectively "bot claiming" the ??? target. Its not really well known like bot claim tools for HNM are but as people find out about it I expect we'll get more and more posts saying someone that beat them to it was botting and how they get away with it because SE can't detect it blah blah just like what happened with HNM.

[Alhanelem]

If you feel the need to bot a ??? that has a 1 minute repop, you really need to get a life.

[Karbuncle]

I don't know anyone who's been "wrongfully" banned. I do know some people who have had to recover their accounts- it's not a fast or simple process, but that's not a fault of the customer service reps. Most of these people's interactions with them were pretty positive for the most part. The worst case was where a notary and photo of a drivers license were needed; That sucks, but Blizzard and other companies will ask you to do that too- it's not just an SE thing.

Well, Theres threads even here of people being wrongfully ban-hammered (if they aren't lying) and have been put through so much crap. I Can't vouch for their credibility, So its not a sound argument.

It isn't always about "the same old business practices". its also about the rudeness experienced with these people. one guy said he was on hold for a few hours, and eventually the guy came back and was shocked to see he was still on the phone, apparently forgot about him or expected him to hang up.

I understand there are some things that have to be done, but I think people aren't complaining about that, Its about the attitude of the people you speak too.

Personally i've not have a bad experience with on-the-phone reps, But i have experienced what felt like rude-as-heck GM Calls. :| There are two sides to each story, You may have had nothing but good experiences, but it does not deny some people have had very bad ones.

I to, do think they are improving their services, this website is a fact of that. But i also do not deny there are still (not to denote the entire company) some bad eggs/services.


Edit: Also, as a side note, Getting your account wrongfully banned and trying to get it unbanned, Is completely different from getting hacked and having to have it recovered. In hindsight i shouldn't have compared the two.

[Byrth]

I find that impression of SE customer service quality is inversely proportional to experience dealing with SE customer service. The people with the best impressions have dealt with them the least, etc.

I suspect you'll never get your mule back. I'd like to ask how much gil you tranferred to flag the autobanner though, as I have my gil spread out evenly across three characters (two accounts) right now and may someday want to consolidate it.

[GlobalVariable]

If you feel the need to bot a ??? that has a 1 minute repop, you really need to get a life.

Yeah, its pretty ridiculous what some people will do in this game.


its also about the rudeness experienced with these people. one guy said he was on hold for a few hours, and eventually the guy came back and was shocked to see he was still on the phone, apparently forgot about him or expected him to hang up.I've had this happen. I was on hold for 3 hours once. I've been on hold 45 min+ multiple times. I have also gotten attitude from staff on phone. And I have repeatedly been lied to about getting a call back, or that another department can help me or than an issue is going to be taken care of and then admitted a moment later than nobody can do anything..ANYTHING to get me to go away. I've never had to talk to anybody about any banning so I can't really comment on that, but there is plenty of personal experience with bad representatives. I've had people admit to using 3rd party tools in open chat explain HOW to use said tool and nothing gets done. STF is useless. GM call is useless. Phone and live chat and email all useless passing me in circles or telling me to repeat the same action over and over.

And whats with fighting me on inputting the dang credit card anyway? Pretty much had to call back till I got a rep that wasn't going to insist I get a new card...Oh gee, look at that, magically that rep can do it when the 1st 5 said they "can't"!

[Rambus]

Well, Theres threads even here of people being wrongfully ban-hammered (if they aren't lying) and have been put through so much crap. I Can't vouch for their credibility, So its not a sound argument.

It isn't always about "the same old business practices". its also about the rudeness experienced with these people. one guy said he was on hold for a few hours, and eventually the guy came back and was shocked to see he was still on the phone, apparently forgot about him or expected him to hang up.

I understand there are some things that have to be done, but I think people aren't complaining about that, Its about the attitude of the people you speak too.

Personally i've not have a bad experience with on-the-phone reps, But i have experienced what felt like rude-as-heck GM Calls. :| There are two sides to each story, You may have had nothing but good experiences, but it does not deny some people have had very bad ones.

I to, do think they are improving their services, this website is a fact of that. But i also do not deny there are still (not to denote the entire company) some bad eggs/services.


Edit: Also, as a side note, Getting your account wrongfully banned and trying to get it unbanned, Is completely different from getting hacked and having to have it recovered. In hindsight i shouldn't have compared the two.



I do not think it was gil amount that flaged it, maybe 300k total? but i had a HUGE HUGE amount of trades i think i totled more then 50-100 items on each character for 3 charaters while making toolbags and stuff, trying to compress my scattered mess. It had something to do of using the ATU mog thing and not have 30 inv/ 50 safe on many characters.

I am posting again because i want to know why 3 months later it is not fixed and why I did not get a reply.

I was having problems on a different issue and I found it funny how the fellow players here help me fixed it when the SE rep said ' we can't do nothing'

[Alhanelem]

' we can't do nothing'
Quoted for pricelessness. Find the problem in the above sentence!

After 3 months what isn't fixed?

[Byrth]

Quoted for pricelessness. Find the problem in the above sentence!

After 3 months what isn't fixed?

His mule account that got banned because he was moving stuff around is still banned.

[Rambus]

His mule account that got banned because he was moving stuff around is still banned.

yep =/ byrth remembers ^^

[noodles355]

Square-Enix's customer service outside Europe (or rather, outside Europe's indian call centers) is absolutely terrible. They respond and help europeans but that's because of various EU legislations which means they damn well have to. For America at least, their customer service is terrible.

And that's without accounting for the in-game GMs. The in-game GMs are absolutely useless. Why is it when I ask GM [1] about a certain issue they give me some generic "no" answer, but upon talking to GM [2], I get a completely different one?. The GM training is absolutely terrible. They know how to do 2 different things regarding bug reports:
1) Confirm that it has already been reported and state "It's already been reported, we are looking into it"
2) See it hasn't been reported yet and state "It's working as intended".
The first report of an issue is "working as intended". It's not until a significant amount of people submit the bug report that they change from "working as intended" to "not working, we're looking into it". The in-game GMs, excluding a famous few, are completely incompetant, appear to have no training, and appear to not even know anything about the game. One time I got a "working as intended" answer, told him it was rubbish and obviously not working, and eventually he went away to check with his co-workers, came back and said "oh my bad, it is a problem." Is there no communication between the GMs at all?!

Then let's get onto forum moderation.
Topics are closed or deleted without any moderator comment. This is terrible policy. In almost every other forum I've visited, the moderation or closure of a topic always has a comment from the moderator stating why it has been closed or moderated. The Moderators here are as almost incompetant as the GMs ingame. Some of them may have a clue but it's a very select few. The majority are idiots and dont know how to do their job. I sure as hell hope they're volunteers and not actually paid, because they are not worth the wage they are on.

For example, I posted a picture in my Signature. It was harrassing Korpg. The moderator edited my signature. They deleted the picture and the opening [center] tag.
1st Attempt: Delete the offensive part, and delete a harmless forum [tag] by mistake. Leave no comment at all.
I put the image back up again.
2nd attempt: Delete the whole signature including irrelevant harmless japanese text and [center] tags. No moderator comment.
I put the image back up again.
3rd attempt: Delete the image from the signature, replace it with a "deleted by a moderator for conflicting with the forum guidlines" line and leave the rest of the signature in tact.

Why the hell did it take the forum moderators three attempts to successfully moderate my signature?

The GMs, Forum Moderators (NOT including community reps) and customer service team (in america at least) are an embarresment to the company.

[Feynman]

This thread is an excellent example of why some of us say SE Support is horrible. This thread started as a request for advice from a player who feels like he has exhausted all his options in trying to get support. Five pages in and no moderator has replied at all! No help is given to this player. Yet if you look through this thread a moderator has read through this with enough detail to remove comments and edit others.

So a SE Support representative has seen the request for help, read through everything, and chooses not to provide the help requested. This is part of what we are calling a pathetic excuse for support!

[Greatguardian]

They're not allowed to respond to Account-specific inquiries on a public forum. It violates their privacy policy.

[Feynman]

They're not allowed to respond to Account-specific inquiries on a public forum. It violates their privacy policy.

Fair enough. But normally the thread at least gets a response saying that and directs the OP where they can go for more information or to attempt to resolve the issue. Strangely silent here.

[Slanderous]

/sigh was away from ffxi since sept 11th log in today to get error code KB Article: 52808. Click the link it says account was compromised and is temporarily banned. I hope this doesnt take months to fix.....

[Alaik]

Wait, SE has Customer Service? I thought they had guys paid to get customers to quit bothering them.

My bad.

PS: Friend plays WoW, got hacked. They gave him a link to a free authenticator for his phone and had all of his stuff and character back within an hour. Another friend plays Rift, same story. Another plays freaking Aion, they only took 2 hours. Does anyone expect that kind of service from SE anymore, really? lol

[Slanderous]

Well for me so far 1 day passed no response...So they can call it customer support but it really isnt.

[Byrth]

Well for me so far 1 day passed no response...So they can call it customer support but it really isnt.

If you get your account back before it automatically deactivates and you can't post here anymore, I will be shocked.

[Alhanelem]

Although my GM experiences have been generally good, I will agree it can be rather inconsistent. Two GMs asked the same question should give the same answers. Or, if one might happen to be newer or on a different tier or something, if he can't give the proper answer, he should know who to ask or refer you to to get the answer you need. Usually it's not a major problem, but one would expect at least the same response from every representative you contact.

[Godofgods]

A few years back i lost my second account. Been useing it for years before hand, then one day try to log in and the password no longer works. (Since i still had my main account, i chould /sea all that noone else was useing the account)

I tried contacting SE multiple times about it. They would never help me. Fought back and fourth with them for months over it. But they refused to. Claiming its impossible to for them to prove that its my account. (ya know, cause ID, password, registration code, and the rest of it wasnt enough)

Became more insulting when they asked me to verify my main account, which provided no problems what so ever. So i went as far to tell them to compare the info on both accounts. Hell check the CC on both accounts! Notice that their the same??

They said they dont have access to that kind of information. -_-

Of course.. they still charge my CC for 6 more months before canceling the account ><

[Alhanelem]

Find the above a little hard to believe. If you really provided all of that information, it should have been sufficient. I know people who have had problems restoring lost/hacked/etc accounts, but usually the worst thing to happen was they needed to mail in a notarized copy of some form of identification (which other companies like Blizzard also require under the more extreme cases). If something like that doesn't work, that's when you go through the BBB and usually this produces results if all else fails. They don't want to lose their accreditation or rating.

If you couldn't access the account, you had the power to stop them from charging you by issuing a charge back. Why didn't you do that? They aren't going to cancel your account unless you do it or give them a reason to.

[Quetzacoatl]

Support always runs me in circles. Every department says they can't help me and says to go to the next, until I am sent back to the same person i started with. Email always directs me back to live chat who directs me back to phone who directs me back to email. Not even going to talk about the total futility of in game support. I have had conversation with support where I am repeatedly saying "I UNDERSTAND that YOU can not help me, please give me to someone who CAN" and they just repeat the same scripted reply of stating their department can't help and sending back to another one that we already established can't do #$%^. I swear to god sometimes I think live chat is run by a robot. Phone support isn't toll free and never once has ever been able to do a thing for me. Nobody I know even bothers trying to get anything taken care of outside of being stuck or billing issues now. We've all learned its completely useless. And even billing issues are a massive hassle most times.

Robot? Could also be someone named Peggy (http://www.youtube.com/watch?v=yZXZAlfykpo).

[Rambus]

Find the above a little hard to believe. If you really provided all of that information, it should have been sufficient. I know people who have had problems restoring lost/hacked/etc accounts, but usually the worst thing to happen was they needed to mail in a notarized copy of some form of identification (which other companies like Blizzard also require under the more extreme cases). If something like that doesn't work, that's when you go through the BBB and usually this produces results if all else fails. They don't want to lose their accreditation or rating.

If you couldn't access the account, you had the power to stop them from charging you by issuing a charge back. Why didn't you do that? They aren't going to cancel your account unless you do it or give them a reason to.

I heard other stories like it so I can. Anyways it would be nice to show hey this guy (me) sent e-mails though here:
https://support.na.square-enix.com/form.php?id=20&la=1&p=0&fo=41

Where i would give my reports and GM chats i had in game to go there. I put in exactly what they told me to.
I reported myself to the STF trying to get them to really invesgate my mule account and no replay.

I keep hearing "if they choose not to reverse it, they will not contact you"

To me that is saying "We made the excuse not to put any time to look in your issue so we can deny everything"

There is still little to no commutation and i really feel ignored by the people who matter.

In other words I get:

They're not allowed to respond to Account-specific inquiries on a public forum. It violates their privacy policy.

But the thing is they are not even bothering to post here saying we are looking to better service or whatever and explaining the steps to do that. Or.. new steps or a process they can do to get my account back since nothing is working.

In the end though, they want to look like they are fighting RMT when they arnt.

[Alhanelem]

But the thing is they are not even bothering to post here saying we are looking to better service or whatever and explaining the steps to do that.Thing is, if they did post to say something like this, people would complain that it's just a canned response. It also goes without saying. I don't think any company specifically wants their customers to think ill of them, even if they don't put in enough effort to earn high regard.