Regarding Destrier Beret Redemption Issues

Greetings,

First let me apologize for the amount of time it has taken us to post a more comprehensive acknowledgement of the Destrier Beret redemption problem that players are running into.

I wanted to take a moment to refer everyone to the recently posted announcement and to assure you we are working to solve this problem as quickly as possible.

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Originally Posted by NOC_NA

We have identified an issue that is preventing players from receiving the Destrier Beret from the Festive Moogle, despite having registered a campaign code via the Square Enix Account Management System.

We are currently in the process of testing fixes to address this issue.

Please note that any campaign codes that have already been redeemed will not be invalidated, and will be redeemable once this issue has been resolved.

We apologize for any inconvenience this may cause and thank you for your understanding.

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Once again, apologies for the delay in getting this information out to all of you and we appreciate your patience while we work to address the problem.

Thanks, I'm relieved to hear theres a solution in the works!

I have a question about the line "Please note that any campaign codes that have already been redeemed will not be invalidated, and will be redeemable once this issue has been resolved."

Does this mean we will have to reassign our Beret after it is fixed? or does it mean we will be able to pick it up on the assigned characters once it's fixed? I wouldn't mind changing which character it is assigned to since I decided not to play one of the characters I originally gave it to.

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Originally Posted by Daggerstrike

I have a question about the line "Please note that any campaign codes that have already been redeemed will not be invalidated, and will be redeemable once this issue has been resolved."

Does this mean we will have to reassign our Beret after it is fixed? or does it mean we will be able to pick it up on the assigned characters once it's fixed? I wouldn't mind changing which character it is assigned to since I decided not to play one of the characters I originally gave it to.

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I don't think this item is tranferrable between characters on your account... So that's actually a good question, I'm curious to see the answer for this.

Thanks for the official acknowledgment of the problem. The boilerplate responses kept linking to the main PlayOnline site which had no relevant information on this particular issue.

As long as it gets resolved fast then all is good - Not a great incentive to get new players to stick around though :/

A solution is in the works! That's definitely good news!

What do we need to do to stay informed on this issue? I'm a new player to the game, and the whole sign up and key redemption process is a mess...

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Originally Posted by Zulf

What do we need to do to stay informed on this issue? I'm a new player to the game, and the whole sign up and key redemption process is a mess...

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I was told that there wasn't an ETA on when they will have a solution. That was when I originally called SE support, so I can imagine it's going to take a while.

Jeez, took them over a month to officially address this issue and do a public announcement.

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Originally Posted by Resolver1

Jeez, took them over a month to officially address this issue and do a public announcement.

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Seriously though, this is a terrible way to treat new players (or returning players who have had to repurchase the game.) I really do think they should compensate the players who have waited so long for a promotional item they were promised when they purchased the game.

i made a post like that not long ago saying they should either send the cap via mail in game or atleast give items to players who didnt get their caps that would give the same buffs until they can fix the issue. As it is were not getting anything. lack of customer service much.

Still missing my beret aswell bought the game on steam few days ago, put the code in, but got nothing from moogle :(

I can understand them wanting to get to the root cause of the issue but they kinda need to address the fact we have not gotten our product yet and send us our product.

I'm hoping they can sneak the fix in the next version update (July 23rd), or sooner of course... :(

Yep, we need an update on this. >.>

This doesn't give me a lot of faith in the support this game receives. Is this the same kind of non-response I can expect with every issue that comes up?

I understand that things break, and I understand that it takes time to fix them, but the incredible lack of information on this is kind of frustrating. From the posts I have read by them, I'm not even 100% certain that I will get another working code, or if the one I have will be reset, or if I am just SOL.

I know it's just a silly hat, and I can play the game without it, but it was also one of the things I bought; with my money. And the principle of that matters far more to me than any digital hat does. The handful of dealings I have had or read with actual GMs have seemed very robotic and uncaring towards their players concerns.

It makes me question if this game is worth putting more money into or if I should just let my 30 days slip by and forget it.

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Originally Posted by Zulf

What do we need to do to stay informed on this issue? I'm a new player to the game, and the whole sign up and key redemption process is a mess...

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ya it is! i did this all 4 years ago and had to redo it since they switched to square enix. Then i had to do it again for my wife. I wish they could just do away with playonline and make a normal game launcher. It literally took me 2 days to set us both up, between checking forum responses and downloading. It was just way more than it needed to be. Worth the trouble imo, but it can most certainly drive away the newcomers!

Yeah Just to let everyone know patch came no fix for us. I have already hit level 30 and am now looking forward to leveling up some subjobs....would be helpful..ya know.

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Originally Posted by Taion

Seriously though, this is a terrible way to treat new players (or returning players who have had to repurchase the game.) I really do think they should compensate the players who have waited so long for a promotional item they were promised when they purchased the game.

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Agreed. This gives a very bad image to potential friends who want to join... I don't understand why there was no official announcement before, it's been a month that threads have been made even here.

Its going on Week 3 now, and I had high hope with the patch coming out today. Still nothing. No reimbursement, no hat sent in game, nothing. This gives a very very poor image to SE. "Come back and play and get a free hat to level up... JK, thanks for paying for the game and a subscription!"

Has anyone been able to claim a Destrier Beret in the past month? It might help them narrow down the cause.

The patch went through today. I am not able to get the hat from the Festive Moogle. Nor am I able to reenter the redemption code (Already been used).
Maybe it would have been a good idea to delay the patch a few days to resolve a known issue?
The hat baited me into buying this game on Steam. I don't want the low level grind.

And now my free month is wasting away. If this doesn't get resolved in the next few days, I'm going to be issuing a formal complaint to attempt to get this game removed from my Steam account and credited for the cost of the bundle.

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Originally Posted by Continuity

Has anyone been able to claim a Destrier Beret in the past month? It might help them narrow down the cause.

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I have heard of several people who have gotten the Beret in the past month to present. I thought maybe it was only Amazon keys at first, then a lot of people said Steam keys didn't work either. I think the cause is a weird bug that only effects some people seemingly random and is why it's taking so long to fix.

I think there are two issues here.

First, that there is an issue delivering the Berets to those who should receive them.

And two, that those who write in about the issue aren't, or don't seem to be, given the item, but are simply told they must wait for the fix.

If there are so many instances of this that it cannot be managed at all for those who are writing in, because of the volume, then it seems as though a better solution should be addressed quickly, even if it is only a temporary fix. If the number of cases is small, then the issue should be looked into, of course, but those who are experiencing it shouldn't be forced to wait for something they've been promised.

same problem here ... I bought the game for about a week ... I have tried in all three countries ... nothing. :(

I also have the same problem, what is the official advice on this should we call GM report it here or just wait and cross finger?
Just a quick note, I brought 2 FFXI off stream one account for my sister and one for me and my sister got the beret but not me.

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Originally Posted by Relm

I also have the same problem, what is the official advice on this should we call GM report it here or just wait and cross finger?
Just a quick note, I brought 2 FFXI off stream one account for my sister and one for me and my sister got the beret but not me.

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There is no official advice other than wait, but you can post in a new thread in this sub-forum to have them "Add you to the investigation".

Interesting... Just some questions out of curiosity:

1. Did you both already have Square Enix accounts?
2. Did you both have other Playonline IDs associated with the SE accounts?
3. Were the character names of the recipient the same as a previous recipient of the Destrier Beret but perhaps a different world?

Or any other differences that you can think of between yourself and your sister regarding the game?

My wife and I both purchased FFXI on Steam and made new SquareEnix accounts. Neither of us got the Beret. :(

Even after the announcement that the issue has been fixed, I am still unable to claim my Destrier Beret... :(

Same here. The moogle still has nothing for me.

Works for me now.

Yeah it worked for me too. Not sure what the difference was. Anyway, this message is just to confirm that the "fix" indeed worked for some people, if not all.

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Originally Posted by axemtitanium

Yeah it worked for me too. Not sure what the difference was. Anyway, this message is just to confirm that the "fix" indeed worked for some people, if not all.

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Not all.

I just hope they won't give up on the rest of us.

Just checked to see if I have gotten mine, still unable to receive.

Not fixed for me either.

Unfortunately, it is still not working for me.

Not working for me either.

at this point in-game compensation or playtime compensation should be issued.

Still can't acquire mine.