Customer support from Square-Enix is atrocious.

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Originally Posted by DarkTrinity06

I highly doubt the person is doing much of anything for profit margins, for the better. Let us not forget this remade game, in SE's words, is to mistake the wrongs of the past and gain it's customer's trust again. When you sub to the game you are not only paying to play the game but the associated service such as customer support for it. When players are having issues, some even already claiming to leave or considering it, the last thing you wanna do is make customers less happy by giving awful support that is supposed to help players resolve issues. That will only help push more people away. Those numbers in loss subscriptions will ad up very quickly, especially if it's a player that could of potentially been one that would sub for years.

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You could spend huge dollar amounts on a customer service team that is going to be excessive after launch turbulence, or lose 5% (made up number) of your player base that may or may not have quit anyway. It's safe to say the people who are put off by this are not going to be die hard life time subscribers. Furthermore, this has almost come to be expected with a majority of game launches. This is over the top relatively, but, people still expected it. There was a pretty interesting article I read about customer support "curves", but, of course i'm failing to find it now.

Just another unhappy customer chiming in. I received notification that my email ticket was being closed yesterday due to the massive amount of support load and to resubmit my ticket.

Today I decided to try and use the chat function. Sat for about two hours until I was number one in the queue then was greeted with a message saying there were no agents available and the status changed to "Cancelled"

I've just resubmitted my email ticket again.

I'm just a 1.0 Player trying to apply my recently purchased 2.0 Collector's Edition Key. I didn't even assign it to the wrong service account, just trying to get CE status on my existing account.

Without whining much more, I'm considering just parting ways. Really too bad.

I recommend filing complaints with the BBB.

I submitted my request 8 days ago... Still no way to get phone support and just today had my issue dismissed without any help.

THEY WHERE KNOWN FOR THIS FROM THE LAST MMORPG....... many where cautious because of how there players where treated then.
Honestly feels like japan servers get what ours are not. Don't open NE EU servers if your not going to give us and attention...

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Originally Posted by Zezlar

I have a friend who has been trying to contact Square-Enix for 2 days just to remove a token from his account.

Chat - 2 hour long queues only to get "no agents are available" (multiple times)
Email - No response
Telephone - Been ringing for 5 hours now.

Seriously, just to remove a token? He doesn't have the emergency removal password because his PC got fried and he had it stored on his HDD (which I yelled at him for)

Still, this is ridiculous Square. Get it together.

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Lol I'm in the same situation. And why I need to unlink the token is because the token app reset on its own. It's funny when they make notices like this.

http://eu.finalfantasyxiv.com/lodest...004b15d14792c8

You're more likely to get sabotaged by Square than anything else. While complains about this game needs to be attended to, I think they should really pay attention to day-to-day operations and problems faced by customers as well.