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.