Comments on customer service

[noodles355]

Square-Enix's customer service outside Europe (or rather, outside Europe's indian call centers) is absolutely terrible. They respond and help europeans but that's because of various EU legislations which means they damn well have to. For America at least, their customer service is terrible.

And that's without accounting for the in-game GMs. The in-game GMs are absolutely useless. Why is it when I ask GM [1] about a certain issue they give me some generic "no" answer, but upon talking to GM [2], I get a completely different one?. The GM training is absolutely terrible. They know how to do 2 different things regarding bug reports:
1) Confirm that it has already been reported and state "It's already been reported, we are looking into it"
2) See it hasn't been reported yet and state "It's working as intended".
The first report of an issue is "working as intended". It's not until a significant amount of people submit the bug report that they change from "working as intended" to "not working, we're looking into it". The in-game GMs, excluding a famous few, are completely incompetant, appear to have no training, and appear to not even know anything about the game. One time I got a "working as intended" answer, told him it was rubbish and obviously not working, and eventually he went away to check with his co-workers, came back and said "oh my bad, it is a problem." Is there no communication between the GMs at all?!

Then let's get onto forum moderation.
Topics are closed or deleted without any moderator comment. This is terrible policy. In almost every other forum I've visited, the moderation or closure of a topic always has a comment from the moderator stating why it has been closed or moderated. The Moderators here are as almost incompetant as the GMs ingame. Some of them may have a clue but it's a very select few. The majority are idiots and dont know how to do their job. I sure as hell hope they're volunteers and not actually paid, because they are not worth the wage they are on.

For example, I posted a picture in my Signature. It was harrassing Korpg. The moderator edited my signature. They deleted the picture and the opening [center] tag.
1st Attempt: Delete the offensive part, and delete a harmless forum [tag] by mistake. Leave no comment at all.
I put the image back up again.
2nd attempt: Delete the whole signature including irrelevant harmless japanese text and [center] tags. No moderator comment.
I put the image back up again.
3rd attempt: Delete the image from the signature, replace it with a "deleted by a moderator for conflicting with the forum guidlines" line and leave the rest of the signature in tact.

Why the hell did it take the forum moderators three attempts to successfully moderate my signature?

The GMs, Forum Moderators (NOT including community reps) and customer service team (in america at least) are an embarresment to the company.

[Feynman]

This thread is an excellent example of why some of us say SE Support is horrible. This thread started as a request for advice from a player who feels like he has exhausted all his options in trying to get support. Five pages in and no moderator has replied at all! No help is given to this player. Yet if you look through this thread a moderator has read through this with enough detail to remove comments and edit others.

So a SE Support representative has seen the request for help, read through everything, and chooses not to provide the help requested. This is part of what we are calling a pathetic excuse for support!

[Greatguardian]

They're not allowed to respond to Account-specific inquiries on a public forum. It violates their privacy policy.

[Feynman]

They're not allowed to respond to Account-specific inquiries on a public forum. It violates their privacy policy.

Fair enough. But normally the thread at least gets a response saying that and directs the OP where they can go for more information or to attempt to resolve the issue. Strangely silent here.

[Slanderous]

/sigh was away from ffxi since sept 11th log in today to get error code KB Article: 52808. Click the link it says account was compromised and is temporarily banned. I hope this doesnt take months to fix.....

[Alaik]

Wait, SE has Customer Service? I thought they had guys paid to get customers to quit bothering them.

My bad.

PS: Friend plays WoW, got hacked. They gave him a link to a free authenticator for his phone and had all of his stuff and character back within an hour. Another friend plays Rift, same story. Another plays freaking Aion, they only took 2 hours. Does anyone expect that kind of service from SE anymore, really? lol

[Slanderous]

Well for me so far 1 day passed no response...So they can call it customer support but it really isnt.

[Byrth]

Well for me so far 1 day passed no response...So they can call it customer support but it really isnt.

If you get your account back before it automatically deactivates and you can't post here anymore, I will be shocked.

[Alhanelem]

Although my GM experiences have been generally good, I will agree it can be rather inconsistent. Two GMs asked the same question should give the same answers. Or, if one might happen to be newer or on a different tier or something, if he can't give the proper answer, he should know who to ask or refer you to to get the answer you need. Usually it's not a major problem, but one would expect at least the same response from every representative you contact.

[Godofgods]

A few years back i lost my second account. Been useing it for years before hand, then one day try to log in and the password no longer works. (Since i still had my main account, i chould /sea all that noone else was useing the account)

I tried contacting SE multiple times about it. They would never help me. Fought back and fourth with them for months over it. But they refused to. Claiming its impossible to for them to prove that its my account. (ya know, cause ID, password, registration code, and the rest of it wasnt enough)

Became more insulting when they asked me to verify my main account, which provided no problems what so ever. So i went as far to tell them to compare the info on both accounts. Hell check the CC on both accounts! Notice that their the same??

They said they dont have access to that kind of information. -_-

Of course.. they still charge my CC for 6 more months before canceling the account ><