Petition: phone service

[Moutsukareta]

Hello fellow FFXI members!

I've recently posted a thread in the SE forums regarding SE phone service. If you did not already know, SE has decided to get rid of phone support:

Thread stating phone support is not available.

My thread:

I realize there are many people who do not care much, but it's a problem for people who have complicated problems. Chat service and e-mails simply do not get the job done because of the lack of helpful responses, and the sudden disconnections you receive after the chat agents have already "answered" your question.

We play FFXI. We give SE our money. The least they can do is give us customer service that gives us a better gaming experience.

If you agree that phone service should be brought back, please reply in that thread (or here if you don't feel like creating an account), or give this thread enough meaning that it gets SE's attention.

As I've stated in the SE thread, the chances of it having enough meaning to make a difference is slim, but if they don't think we care, why should they?

[Vold]

So, what? Are they going to actually resolve account issues over email or will we be required to join chat, which is damn well nigh impossible to get into without being shady about it(using false reasoning for need to chat)

Support for this game has always been an abomination, and it has got even worse over the years. I'm shocked that they would end phone support. Did they really need to save a dollar so badly? I live in a 90 year old farm house with the top internet speed of 3 mb via DSL for like all time in this area. Do not tell me you need those extra few dollars every year so badly that you must stop phone service so those employees can fiddle their thumbs longer everyday.

I don't care for phone service. I prefer internet service. But it's meaningless if I can't get to chat support.

Email Support

Email Support requests are available 24 hour a day / 7 days a week. Please note that while you may submit a request at any time, email is responded to during normal business hours (Monday through Friday, 9:00 - 18:00 Pacific Time, excluding holidays).

Attention
◆ All responses will be sent to the email address provided. Please ensure that the email address you provided is accurate. Additionally, please check that emails sent from the square-enix.com domain are not blocked
◆ Contacts received outside of business hours will be responded to the following business day. You may experience a longer than stated response time during periods of high volume

I just got this for basic support need for token replacement. This ain't going to work for me. That email will just tell me to contact via a non existent phone or to use chat, which I can't get to from here. I went through this for one account already and had to be shady about things to get into chat support just to get the token unlinked from account so the darn SE website would allow me to purchase a new token. I'd prefer the time I need to do this again to not be so damn difficult, FYI, SE inc, thank you very much, signed yours truly, one of hundreds of thousands of customers that to this day continue to pay full sub prices for a 10 year old game you abandoned full on support for 7 years ago.

[Alhanelem]

Hello fellow FFXI members!

I've recently posted a thread in the SE forums regarding SE phone service. If you did not already know, SE has decided to get rid of phone support:

Thread stating phone support is not available.

My thread:

I realize there are many people who do not care much, but it's a problem for people who have complicated problems. Chat service and e-mails simply do not get the job done because of the lack of helpful responses, and the sudden disconnections you receive after the chat agents have already "answered" your question.

We play FFXI. We give SE our money. The least they can do is give us customer service that gives us a better gaming experience.

If you agree that phone service should be brought back, please reply in that thread (or here if you don't feel like creating an account), or give this thread enough meaning that it gets SE's attention.

As I've stated in the SE thread, the chances of it having enough meaning to make a difference is slim, but if they don't think we care, why should they?

They aren't getting rid of phone support. The notice states that it is currently unavailable, not that it is being retired. I am willing to bet it's actually a website/system issue as well and if you happen to know the phone number, it might still work.

Also, as stupid as it is, to get to the chat support, simply file your support request under a different category and it should show up. The support options listed depend on the issue category.

[Moutsukareta]

Here's a thread (sorry the link wasn't an actual thread) where a rep (I assume) states

I was informed of this [the fact that SQUARE ENIX North America will no longer offer phone support] only a few hours ago. Users will from now on be asked to contact customer service via the

I have even spoken with Agent Jennifer, who said they have no plans to bring back phone support.

[Alhanelem]

Here's a thread (sorry the link wasn't an actual thread) where a rep (I assume) states



I have even spoken with Agent Jennifer, who said they have no plans to bring back phone support.

well in that case, apparently it means that the phone reps got laid off.

Of course, this reminds me of when Circuit City fired all their experienced (and more expensive) staff and replaced them with clueless new recruits. That cost cutting measure ended up sending them out of business..

First thing any company should know is cutting customer support staff is like shooting yourself in the foot.

[Mittenz]

It will most likely be the lack of customer service not the game and its content/direction that will eventually kill this game

Every time I try to reach customer online chat service I get the run around or sidesteps on the issue or I simpley get hung up on. I get told no I may not speak to a supervisor they have answered my question then the chat simpley turned off. Now that they are finally kill the only method of contacting them that actually resulted in problems being solved (although rare it was your best chance) the next issue I have will probably just result in me going fulltime to a different game (playing WoW casually its really not that bad nor is guild wars 2), plenty of companies out there that actually care about their customers (or at least the money they provide) rather than driving their corperation into the ground.

[Lokithor]

I welcome dropping of phone support. It just means that the first time I encounter an issue that requires support, I'll just quit the game. It will be a nice trigger event for me to move on.

[Alhanelem]

I hear it from other people a lot but i've never gotten "the run around." Generally as long as I'm polite and clear about my issue I get a clear response that makes sense. I don't always get the answer I'm looking for but that's not what I've taken "the run around" to mean.

Still, cutting corners on customer service is a great way to make people upset. It's really the last place any company should be searching for money to save. In the long run, everyone loses, both the customers and the company.

(remember that this doesn't just affect FFXI either, it's every game they publish)

[Spiritreaver]

.....Did they really need to save a dollar so badly? I live in a 90 year old farm house with the top internet speed of 3 mb via DSL for like all time in this area. Do not tell me you need those extra few dollars every year so badly that you must stop phone service so those employees can fiddle their thumbs longer everyday....

You bet they do.

http://www.digitaltrends.com/gaming/...restructuring/

Interesting article imo. i was particularly interested in the last paragraph. Looks like the financial black hole that is FFXIV is still destined to be one of the most important titles in SE's history. Either its gonna make things better or bring down the company imo.

[Dekar]

Of course, this reminds me of when Circuit City fired all their experienced (and more expensive) staff and replaced them with clueless new recruits. That cost cutting measure ended up sending them out of business..

Yeah if I recall that was when they switched away from commission and the former CEO's son took over. Guy ran the place into the ground. It was a shame, the original guy that ran it was amazing. Really took care of his employees.