Unacceptable and contradictory customer support!!!

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I have been attempting to get an issue resolved ingame by submitting multiple tickets.

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Not the way to get an issue resolved. In many games ive played, submitting multiple tickets about the same issue will either delay response or cause the tickets to all be cancelled.

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I am having an issue that CAN BE FIXED by a GM

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Actually I"m not sure the GMs can help with this. Unless you know yourself that they've done it before, you can't be so sure.

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I have quite a few ACTIVE players who have spent time and effort in ranking this company.

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It really doesn't take long at all to rank up a company even with just a few members. If you started over now you'd be rank 5 again long before patch 2.1 hits.

I'm kinda scratching my head at how you could accidentally transfer leadership to anybody though. Why would you be clicking to perform this action other than to leave your company or go inactive?

Alhanelem- They actually directed me to open new tickets! I know it sounds so ineffective. The only reason I say it can be done, is because my first ticket response was basically "we can do this, have the founder of your FC contact us and open a ticket". We opened a ticket, provided the previous ticket number... And get "sorry we cannot assist with this at this time." Responses.

I have posed reranking to my group, and hopefully we will come to a consensus as to what to do. It just boggles me that transfer is as easy as having a sticky l-stick on your controller... And it bumping when you go to rank characters. I had a rank set up just for inactives, and it was at the bottom of my list. One bump up of my controller changed the rank I was selecting... And one quick tap of my x button changed everything. The window to transfer leadership looks no different than a regular rank demotion/promotion. In effect, it looked the same as the previous three rank assignments I did!

you should make one more request and (politely) ask for escalation due to your issue remaining unresolved.

It sounds like you may be sol on this and might better to remake your FC ; ; Or might be easier to find the inactive person >.<

I have heard horror stories about their customer service...but I had a rather pleasant experience with it on Monday. Took them all but 5 minutes to help me and they were VERY polite! I think it just depends on the issue you're having though...

This is something that they should and must help with, if they can. Whether or not they have tools that allow them to do so is another question.

I'm in Myth's FC. This is a social community-impacting issue based on a poorly designed element of the game's interface. It falls to Square-Enix to help us out, as this is a horrible flaw for an FC to suffer for.

v v v The quality of the game is easily pay-to-play tier. The quality of the service, on the other hand, really isn't. This is a potential disaster, due to human error in a situation where absolutely no checks to prevent the error existed. Unable or unwilling to help, SE still needs to be upfront about this. FCs (guilds, clans, what-have-you) are fundamental to this type of game. Loss of control of one is a game-breaker. v v v

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Originally Posted by Luthia

What kind of response is this? Sure tc made a mistake, but thats why this is a p2p game and not a damn free to play, where customer service is far better than the POS we get from SE.

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Because we're playing a P2P game that's actually F2P tier.
The friggin' support is a damn joke.

Edit: I remember a topic somewhere saying, someone had an inactive LEADER
and they wondered if they could past lead. You can try and search it.
Can't remember if there was a Dev response...I think though.

You know it's a shame that because something isn't fixed when you want it to be it's considered bad customer service. They can't always just snap their fingers and make it happen or wave a magic wand saying bippidy boppidy boo and it's fixed automatically. Trust me on this, I've worked customer support, phone support even for 6 years. I first started doing tech support for philips (yes the tv company) then moved to Cuisinart (food processors and such) now I'm doing ticket monitoring for IBM. The customer support for se isn't really that bad. I've seen worse... I've heard coworkers who are worse. Also with all the priorities you've mentioned: Harassment, RMT, actual issues with games not working on computer/pc. I'm sorry but those are higher in priority than you transferring the mastership of a fc to a non active person. Give it time and they'll most likely help you. You also gotta remember that some of the "customer" support people may even be the actual community team (like Fern and all that) so they may be too busy.

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Originally Posted by Rannie

You know it's a shame that because something isn't fixed when you want it to be it's considered bad customer service. They can't always just snap their fingers and make it happen or wave a magic wand saying bippidy boppidy boo and it's fixed automatically. Trust me on this, I've worked customer support, phone support even for 6 years..

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They kinda need to, because you're paying them money. It's not like you're asking them to do it for free, you paid for the service.

They need to help not just because of our subscription and the expectation that brings, but because support is needed in order to step in when an honest mistake leads to something that impacts us this badly. It comes with the MMO territory. If the GMs don't have the tools to fix it, that sucks -- so, escalate it.

I do CS for another MMO. We used to be able to step in to correct guild leadership issues in certain cases, until we started getting backlash. We made the decision to stop intervening in guild affairs, but ONLY AFTER putting in a tool letting sufficiently-ranked members replace an inactive leader, and ensuring that the guild interface in-game had checks and balances, such as warning prompts and the need for players to be online for certain promotions.

Square-Enix has yet to add anything like that. While we are asking them to take a risk, or make an exception, to get involved here, they need to acknowledge the problem and do absolutely everything they can to help us.

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Originally Posted by Rannie

...They can't always just snap their fingers and make it happen or wave a magic wand saying bippidy boppidy boo and it's fixed automatically. Trust me on this, I've worked customer support, phone support even for 6 years.... I'm sorry but those are higher in priority than you transferring the mastership of a fc to a non active person. Give it time and they'll most likely help you. You also gotta remember that some of the "customer" support people may even be the actual community team (like Fern and all that) so they may be too busy.

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I also work phone support for a major company. It isn't that they said our issue was put on the back burner, I am more than willing to wait... It is that they closed the issue entirely without giving a path to resolution. The exact text stated they could not assist with this issue, and to add feedback on the forums request this "feature" be added.

The GM that replied the very first time gave such a simple line to resolution, it is hard to believe every other response has been met with a pasted text brick wall. This is exactly what is happening though.