Comments on customer service

[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"

[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