Disappointed by lousy service, you could be next. Beware.

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Originally Posted by Babydoll

Well...yes..exactly :o That is why I said "I have never heard..." hehe because well, I haven't! :o

I have a lot lot lot of friends and acquaintances on XI and yes...yours is the first positive story I have yet to hear! They would try to reactivate and come back often..and yes, I have never heard of it taking less then several weeks. So the odds of me hearing a good one were high. I had lot of buddies trying to get their account back and I would always ask them on MSN or POL, "Did they give you the account back yet!?" and then "Nope..not yet, still waitin Cesil" >.>

That is really great that they did that for you...there is hope yet that they will/can improve upon their customer service. <3

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The only reason why I can think of SE dragging their heels with giving people their account info is if the person couldn't prove the account was theirs. They ask for like 5 things such as name, reg code for base game etc D: I've known people have a lot of trouble with this if they've been gone for a long time and lost this info so we can't pin all the blame on SE's customer service. If you have the info, you can get your account back within 10minutes easy D:

To be honest, I've only had one bad experience with SE customer service and that was in XI when I couldn't log into my main character for 3 days (the same kind of error the OP is experiencing where it'd hang at the loading screen). The GM said he had no idea what was going on, but wasn't very helpful in helping to find a resolution. That being said, I've had nothing but stellar experience with SE customer service other times ; ;. Maybe I'm lucky? I don't know D: haha

I am just VERY glad that Se customer service is not like SWTOR's :p (And if you played that game too, I'm sure you can agree with me there XD haha).

@ OP -- I really hope your friend's issue is resolved soon. It sucks balls when things like this happen ; ;

As I've said, the problem more than anything is SE policy. The requiring information for recovery makes sense to me, but even in XI, I heard countless horror stories about connection issues or bugs. And I just firmly believe Tech Support should be able to do more than tell me to forward the ports on my router, try to log in some place else, delete the user folder, un/reinstall. Honestly, I was shocked the first time I called tech support about my issue and they said "Yeah... We've run through everything we have for your error. The only thing we can do now is tell you to post on the forums and hope for a response." That's an exact quote too. I was specifically told "HOPE" for a response. That tells me even tech support didn't have confidence in the ability of customer service to deal with issues.

Luckily, I through enough of a fit, supervisors were notified of my issue. But there's an inconsistency in "What to do" between SE departments. Here's where I got really mad. Phone tech support told me post in [Bug Report] forums. So I did. 1st mod answers "We're doing maintenance right now. Tell me what happens after we finish." So I comply, and I still can't log in. Next mod posts "Let's move this to tech support and see if they can help you out!!" At which point I get mad because the mods were obviously not reading the part about tech support telling me to post there. So I made ANOTHER thread, they locked it, and chastised me saying it was a tech support issue, they won't deal with it, and that it's against TOS to let other people try to log on my account.

The departments need a unified message, not conflicting ones. The Tech Support is actually in a different building from the bug-report and community teams... No... They should be close to each other so they can have a unified policy... Also, the fact I've managed to talk to the same agent 3 times, with only 2 other agents tells me the tech support team is not THAT big. It can't take that much effort to house them all in one building on a different floor.

/popcorn


This beats the hell out of work

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Originally Posted by TheVedis

people want perfection or not to pay

nothing is perfect though and anything can go wrong, ESPECIALY with computers and their programs

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Originally Posted by Elexia

My $43,000 car breaks down occasionally.

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Other things do as well. I'll say one thing these complaints about bad customer service have genuine backing to them though some of them haven't been completely bad. I will say like I said in the lock out thread don't say it's poor support for petty reasons such as policy and what not. It's not like they have that ability to wave a magic wand to be able to fix everything. Saying maybe they should revamp their customer support. I'm alright but to say it's poor no poor customer service is when the agent literally tells you to go fuck yourself because you're a fucking idiot that can't do anything right (using that a an example)

I agree with some of the other posts for one if they can log in from another computer with that same character it sounds like either A: a curropted Data file for that character or even B: A bad sector on the harddrive where that character information is put. When I was playing 11 on my old laptop I would run into an issue where I think I was trying to get to Cid's place or go to specific area and the game would just crash on me giving me an error. I contacted their support online and gave them their error code and it was a bad sector on my hard drive I reinstalled the game and everything was peachy. I wasn't crashing anymore. And sometimes in then end you do have to do a complete reformat of hdd because of multiple bad sectors when you reformat it erases (well not completely) everything and moves the bad sectors to where they are unwriteable. Sometimes that's good to do as well. Delete the character don't do that unless you could care less about what you have done and who you did it with. That should be the final straw even after reformatting the hard drive.

Edit: on that note... maybe I should talk to my site manager at my job to see if they could get in touch with se na and see if they want to change to my company and use us as customer support... *evil grin*

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I stopped reading your post right there.

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I stopped reading your post right there. [/sarcasm] You have clearly nothing better to do than not read people's posts. Just because I mis-stated you, does not mean I didn't read the post. That being said, I addressed the crux of your post which was "wah wah, better watch out or SE might treat you like crap!"

Why are you reporting on someone else's issue anyway? How do you even know they're telling an accurate account of what happened? This is a he said, she said. Why cant you let these two LS mates speak for themselves?

I'm not saying SE is perfect, but why do you feel the need to "warn" people about something that didn't even happen to you, but rather was assumed to have happened to some other people?