Crashed into E. Ronf. and Stuck

[Iryx]

I finally received an email response from the email I submitted two days ago! They said, they are sorry but I will have to contact chat support...seriously? It is like I'm the victim of a bad joke.

[Iryx]

I wanted to place a final post here to say that I have resolved my problem. And, I am disappointed in SE support.

In the end it appears I had a corrupted file. Even after many...many...scans of the files using the utility, and coming up with no errors, I did a full reinstall of the game, and I am now able to log into my character. I cannot, without profanity, express my anger with my support experience. I will leave it with this one bit of information. I am ashamed at the amount of frustration, and anger that this experience has brought out in me as an adult. But, ALL of it could have been avoided if there was simply a website I could log into and track and respond to my open tickets. I have three ticket or case numbers on file, and I have no way to see them at all. Without some kind of status system I feel completely ignored. And, when a game, and company I have been loyal to for so long. That I have given much money, and received much enjoyment makes me feel completely ignored anger erupts.

Chat support was correct about one item. This is an old game. Too old for it not to be shameful to have such a poor support system.

[Dragoy]

Truly a horrible experience you have been taken through, looks like.

I, too, read of this kind of horror stories way too often, but have managed to avoid being involved (for now at least). In any case, your comment about them tickets and tracking made me wonder...

But, ALL of it could have been avoided if there was simply a website I could log into and track and respond to my open tickets. I have three ticket or case numbers on file, and I have no way to see them at all.

I know that when I last used the Support Centre/Center (links to EU and NA sites), which wasn't very long ago, they do record 'tickets' and enables one to reply to them.

Since you mention eMailing them and opening a ticket, it makes me wonder if this has somehow changed?

Too old for it not to be shameful to have such a poor support system.

Very true.

If a support employee is being paid so little that they can utter such ridonkulousness towards a customers, they should probably quit (this is merely a general opinion, one that is not directed nor critiquing SqEX Support staff per se).


As for a side-note, the areas in FINAL FANTASY XI Online reside on different servers/addresses so the port may be different for different areas as well. It is also one of the most basic and first answers they can give in situations like this, and can be accurate at times, too, and things with ISPs and other related aspects can change so just because something was worked yesterday, doesn't mean it will work tomorrow.

That is not to say that I would have given such a response myself, considering you reported the game actually crashing, which absolutely should not happen due to simple connection problems, but that's neither here nor there, and I am far from professional so it is what it is.

Great to see that you managed to solve the issue in the end, regardless of the frustration caused by it. ^^


Best of luck for the future.


Edit:

Having used the Support Centre today, it seems the ticket-tracking/reply system I wrote about has been removed completely...

That is some unfortunate regression, and makes the experience even worse than it already could be. =/

Uncool.

[Furlamseere]

Thank you Iryx for your posts concerning this issue and thank you for reporting it. It appears that this issue has been resolved; as such I'm going to close this thread. If this does continue to be a concern, please create another thread to further try to discuss resolutions or contact the Support Center at support.na.square-enix.com for assistance. Also, please state the steps you have attempted to resolve this issue.