SE Best Support ever.

Quote:

---

Originally Posted by Inzoum

No, I agree, this is uncommon. I've been struggling for months trying to get billing issues sorting out without success. See, I pay with my credit card for my account and my wife's account, and INVARIABLY, each month, one of the two accounts hasa billing failure. Each. Month.

- Square Enix says my credit card company is blocking the transaction
- Credit card company says they're not blocking anything, no "red flag" was raised by the system at any moment, and all transactions from Square Enix went through smootly. If any transactions didn't go through, then it's likely they never even received the transaction request from Square Enix in the first place
- I explain this to SE, I get some apologies and a message stating they'll escalate the issue higher up and my ticket gets closed
- PROBLEM NOT RESOLVED.

They're really just tossing the ball at each other and no one wants to give me any details regarding the specific circumstances of the repeated transaction failures.

I'm a middle man between two teenagers insisting the other one started it. It's unacceptable and unprofessional.

---

Generally speaking SE support is pretty good. But their billing department is bad. I can't get my credit card through and I'm gonna have to renew my subscription a month before the servers go down and all their other options are a hassle.

To Inzoum, Time to change your billing method.. I pay for 3 accounts with the same card, only once did they ask about it because it was suspicious. Since that time every transaction has gone through fine.

To nekroturkey. I dont even believe that story, had to call a GM for stuck reasons at least 10 times and they have never once given me automated responses. You have to make sure its a "stuck" call or they wont care.

Quote:

---

Originally Posted by Alhanelem

People come to forums to complain. Just because a few people post about bad experiences doesn't mean they're all bad.

---

Wherein lies the problem though since people come on just to bitch then that gives people the impression that customer support is bad. It's why I always try to stand up for the customer support agents since it what I do as well.

And the only problem I've ever had with se support was the other day when I was trying to fax in my gift receipt for Kh 3ds and it wasn't going through... though that wasn't SE's fault it was the fax machine I was using cause it went through fine with another one. But yeah they've been really good at answering and helping... Plus with GM's those a different from warranty support/customer support agents you call about billing an what not... so you can't lump those together with the people that you contact on the phone.

to the original op. I always like hearing about good experiences with customer service. I hope you expressed your gratitude to the supervisor... they might have some type of kudoh's thing or something like that to congratulate the agent. ^_^

Quote:

---

Originally Posted by Raagnar

To Inzoum, Time to change your billing method.. I pay for 3 accounts with the same card, only once did they ask about it because it was suspicious. Since that time every transaction has gone through fine.

---

I'm actually considering having one account payed with direct credit card payment, and use ClickAndBuy for the other. As for being suspicious, that's the thing, no one's claiming it failed because it was flagged as suspicious activity. I was *expecting* something like that, but apparently none of the parties have any "suspicious activity" flag raised on their side of the transaction.

Quote:

---

Originally Posted by nekroturkey

Today, somebody had been spamming Ul'dah /shout with racial profanities for a good two hours. After the first hour, I had gone to help somebody with their Dragoon AF body quest. I come back to Ul'dah thirty minutes later, and the guy was still there doing his thing.

I made a thread about this, but of course it got locked by a GM. That seems to be the only time that they actually do something other than nothing. They won't help you if you get stuck and they won't do anything about people shouting racial profanities, but make a thread on the forums about how they do nothing, and you can be sure they'll lock it. Ironic, isn't it?

---

There's actually a thread about someone who was complaining about being thrown in GM jail for that exact same thing.

Great to see positive posts about support. Too bad GMs aren't that good. More and more RMT trains running fearlessly in Uldah.... Can only hope that someday that will change...

Quote:

---

Originally Posted by VytasBismarck

Great to see positive posts about support. Too bad GMs aren't that good. More and more RMT trains running fearlessly in Uldah.... Can only hope that someday that will change...

---

They aren't worried about RMT's atm because they are focusing on the FFXIV: ARR.. but when 2.0 hits you better believe they will tackle this problem.. at least I sure hope they do.

RMT are like a virus and GMs are like doctors, viruses evolve and mutate all the time to become immune to the vaccines doctors give to people. The same happens here, they wait for a big enough body of RMT to ban them with a new method they made and when RMT find a new way to get back into the game the GMs are already working on a new method to ban them again.

Off topic, I was often cancelling my ff11 account to stop playing for some period of time, and then losing my ID etc, and Playonline fixed my problems every time. I really liked them. My friend tried to do one thing, cancel his account before he got charged for another month, and found it terribly difficult and frustrating... Sometimes these things are aggravated by people who go into them with a negative mindset. At the same time maybe positive minded people are more likely to look on the episode as a more pleasant experience... bah Everything is relative right? :P

But I really only spent 2 days trying to get my lost ID back with minimal customer information at hand. First day was to find out that chat help was closed and second day was to use it at its appropriate time.