Follow my customer service adventure!!!

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Originally Posted by Jakary

you know a funny thing about WoW, since it was such a popular game, it overshadowed its predecessors (wc1,2,3) everyone i ask about those games ask what they are XD. i just look at em and shake my head with a straight face. i dont even play WoW and i played all 3 of those games.

but blizzard aside, we are on a squeenix forum =P

status update:

11:47 am
hold time: 2hrs 8 minutes
i'm trying to get to online chat support without opening a new ticket, and im hooking my phone up to the charger so it wont die midcall XD

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Haha it's quite a coincidence, everything you're doing is the same steps I am on.

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Originally Posted by Jakary

http://bulk.destructoid.com/ul/user/...39jpg-620x.jpg
=)

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I logged in just to thumbs up this.

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Originally Posted by Astrolia

I logged in just to thumbs up this.

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awesome =)

Know this not required for said post but to pass tine fav job? Jak.

so it is now noon, i started this adventure at 9 am, i'm 3 hours deep into it for those who can't count ^.^

status:
12:00 pm
hold time: 2hr 22minutes (142 minutes)
downtime including busy tone time: 3hours
unable to create chat support without new ticket
tickets submitted: 5 XD

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Originally Posted by ShiroHaato

Know this not required for said post but to pass tine fav job? Jak.

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well, i haven't really gotten into jobs other than BLM
when i started this game up, i decided i would be BLM main (since it was such a high demand job on ffxi =P)
so far it is my favorite, although i do like the ability to jump shot with archer =P

hbu, whats your fav?

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Originally Posted by Jakary

well, i haven't really gotten into jobs other than BLM
when i started this game up, i decided i would be BLM main (since it was such a high demand job on ffxi =P)
so far it is my favorite, although i do like the ability to jump shot with archer =P

hbu, whats your fav?

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bard dps plus minor support to your mana

Status update:

12:16 pm
hold time: 2hr 38 minutes
um... well....
http://i128.photobucket.com/albums/p.../tickets-1.jpg
nuff said XD

Status update:

12:37 pm
hold time: 2 hours, 58 minutes

rebooting pc, will be back in a few mins (and wrote down tickets just in case)

hmmmmm, im kinda mad now, apparently i was supposed to be at work 15 minutes ago, now i gotta try to get this shit resolved tomorrow gfdi /wrists ragequit omfgwtfbbq lolwut XDXDXD :mad::mad::mad:

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Originally Posted by Jakary

hmmmmm, im kinda mad now, apparently i was supposed to be at work 15 minutes ago, now i gotta try to get this shit resolved tomorrow gfdi /wrists ragequit omfgwtfbbq lolwut XDXDXD :mad::mad::mad:

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ok guys this is my last status update til tomorrow morning
1:10 pm
hold time: 3 hours 38 minutes
no results yet =/
im off to work (will keep call going until i get there)

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Originally Posted by Jakary

ok guys this is my last status update til tomorrow morning
1:10 pm
hold time: 3 hours 38 minutes
no results yet =/
im off to work (will keep call going until i get there)

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GOT MINE RESOLVED AND FIXED! I RECOMMEND PHONE SUPPORT, IT'S EXTREMELY FASTER! ONCE HE PICKED UP IT TOOK LESS THAN 15 MINUTES AND MY SERVICE ACCOUNT ISSUE WAS RESOLVED! *DO THIS ONLY IF YOU DON'T MIND THE PHONE BILL!* LOL GOOD LUCK ON YOUR BEHALF!

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Call started at 1:09pm, they picked up at around 4:12, and call ended at 4:26pm.

So after the incident I've had with my 2 service account issue, I finally got a hold of a representative and though I was expecting a rude guy over the phone, he seemed so calm and a bit overwhelmed as I apologized and told him my issue. I gave him my ticket number as well as my info to verify my account.

So once it was verified he asked me to hold on as he went ahead and fixed my issue on the spot. Didn't have to wait hours or days for them to fix my service account issue. He came back on the phone and said, "Alright miss, I have transferred your CE items from Service Account 2 to your Service Account 1 and everything is there" Although, I did confirm with him that if i have made a character on the Second Service Account, it would have been erased and not transferable.

But as he spoke the words I was sooooo waiting to happily hear we said our goodbyes as I thanked him gratefully. I went ahead and checked my mogstation to happily find everything was fixed! I was overwhelmed with joy as tears almost ran down my cheeks!

He has said a few things,

"Yea we have a high number of emails and tickets with the same issues and sometimes repeat tickets which overwhelms the traffic and makes us even work harder to get to the ones that really matter such as your issue"

"Yea, the best way to get issues resolved quickly is getting through contact support over the phone".

Btw, I am NA-PC Digital Collectors Edition customer and I have waited 4 days with an inactive account and 4 hours for a rep to finally pick up. I called 858-790-7529. And btw, do not send multiple tickets lol. I advise you, that is why it's harder for them to resolve issues. Once you get a hold of a rep, he's gonna ask for 1 ticket and that's either your "Wrong Service Account" Form ticket number or one of your more important ticket numbers you have sent unless you have multiple issues with your account.

But anyway, yes, my account is fixed and now prepared to continue leveling tomorrow morning!

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so i stay on hold even after my last status update (i kept 1 hand dry in the shower and the phone on the shelf right next to the shower =P), and lo and behold after about 40 more minutes (i kinda kept holding while at work =P) i got through to somebody

total hold time: 4 hours 38 minutes (including busy tone time)

i talked to a very charismatic Kevin at the customer support, he was by far the nicest person i've ever dealt with at SE

he said he had a "New tool" for this kind of thing, and said it would only take a few minutes to correct my mistake. all i had to do was verify my info and presto!

http://i128.photobucket.com/albums/p189/Jak_041/win.jpg

i know the win stands for windows, but its a pun, so laugh!

i hope you all enjoyed my customer service adventure!

and im glad nareia got his stuff solved as well!

oh, i asked kevin (customer support representative) any tips for avoiding the atrocious hold times, he told me call as early as possible

so to all the followers out there, they open right at 9:00 am, so basically dial either of the phone numbers:
1-(858)-790-7529
or
(310)-846-0345

option #1 is SE acct.
option #2 is FFXIV
option #3 is FFXI
(i didnt listen past that and chose option 2)


Persistence is key!!

So I got to call again......

I want to kill my self oddly... Another 6 hours here we go....

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Originally Posted by ShiroHaato

I want to kill my self oddly... Another 6 hours here we go....

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oh man, were you not able to get through?

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Originally Posted by Jakary

oh man, were you not able to get through?

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last time I called 3 hours in phone got kicked tried again another 6 hours got a nice guy named Jake, he proceeded to escalate the ticket saying it would get fixed but no timeframe been 4 days sense so clearly I have to call again.

what wrong with you man?
if you get a hold of someone you don't let them go till the damn problem is fixed haha be more forceful dude.. don't let them palm the issue off for another day

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Originally Posted by PippinsMcgee

what wrong with you man?
if you get a hold of someone you don't let them go till the damn problem is fixed haha be more forceful dude.. don't let them palm the issue off for another day

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I am a nice guy I dont enjoy arguements lol

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Originally Posted by ShiroHaato

I am a nice guy I dont enjoy arguements lol

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sometimes in life, you gotta have teeth man. don't be afraid to get angry from time to time... this is coming from a pretty non-confrontational guy

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Originally Posted by Jakary

sometimes in life, you gotta have teeth man. don't be afraid to get angry from time to time... this is coming from a pretty non-confrontational guy

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it will get done now I know they have a special tool.