The Customer Comes SECOND

Quote:

---

Originally Posted by Verlynth

http://support.na.square-enix.com/fa...la=1&kid=68222

Take a look at that. Consuming the Fantasia, knowingly, falls under the circumstances given.

---

"However, there is a possibility that an item that has been "dropped," "consumed," or "converted to Materia," can be restored through the item recovery service. This service is only offered once per Square Enix account."

Possibility...meaning not guaranteed, meaning in your situation the answer is no because your reason is not justifiable.

・The item had materia attached or contained unique information
Right there, again. For your eyes. The only reason SE was lenient and let others get that item back was because there was NO other way to get it. Suck it up and deal with your shorter ears. There are several ways already mentioned in this thread you could have found out how your char would look. Also, to the poster a few pages back talking about Sega Customer Service. SPOT ON. Ever try NCSoft, Verlynth? You should someday.

NCSoft after having my 500mil in game money item stolen via hacks on the server:

Too bad. Grind more money. Which in that game... 500mil took around 8 months to gather.

I went to Home Depot and bought this toilet and took a shit in it, but you know what? I don't like the seat, I want a different one. What?! You're not going to give me another toilet for free?! This is ridiculous! I heard another guy got a free toilet. I want a free toilet right now! Let me speak to your manager!

Quote:

---

Originally Posted by Kerberon

And those people successfully scammed SE. You didn't.

---

You accuse that based on what? Far as I know, S.E have a team that does the refund based on knowing what's applicable and what's not plus any other details involved. They are the only ones that can judge if someone is scamming or not.

To OP, you may want to send them a request through the website instead of ingame and do mention the answer you received and see their opinion on that. If they still won't allow the one time refund, then nothing that can be done I guess. You probably already realized opinions differ a lot in this thread and will reach to no conclusion whatsoever. I don't really think there's anything else (productive) that can be posted that will help. As yourself realized, there's plenty of empathetic people here (unfortunately, the majority).

Quote:

---

Originally Posted by Ninix

... En Masse ... all respond more quickly and are much more accommodating...

---

Worst customer service I've ever had. My most favorite terrible moment was when I was asking for a 1 year old ban being lifte on the forums because my complaints had actually been fixed during my ban period.

- I am sorry, we can not remove the ban, because you are banned.

So according to En Masse support, they can only lift bans on people not banned.

For the record, I was banned for being constructive on topics En Masse didn't want to admit was bad. Which on their end means I was just negative and complaining about things that were fine.

Quote:

---

Originally Posted by Malamasala

Worst customer service I've ever had. My most favorite terrible moment was when I was asking for a 1 year old ban being lifte on the forums because my complaints had actually been fixed during my ban period.

- I am sorry, we can not remove the ban, because you are banned.

So according to En Masse support, they can only lift bans on people not banned.

For the record, I was banned for being constructive on topics En Masse didn't want to admit was bad. Which on their end means I was just negative and complaining about things that were fine.

---

+1

En Masse customer service is pretty bad. I've had 7 run-in's with their GMs the worst 2 being when they forcefully transfered one of my characters from a pvp to a pve server (which apparently wasn't possible at the time), but when I asked if they could transfer me back considering I didn't authorize it they told me I had to pay to transfer and I could only go to other pve servers and the other time being when they suspended me for 2 weeks for being part of a guild that had an inappropriate description (which is editable by the leaders at any time) with their reason being that I should have left the guild when the description was made.

So...you're upset that the ear length of the your character in a video game is wrong when wearing a particular cloak after you changed your appearance. Something you paid 20 real life dollars (or equivalent) for the privilege of doing.

Every day I don't think my faith in humanity can get any lower. Every day someone goes out of their way to prove me horribly horribly wrong.

Item restoration is for accidentally thrown/sold/bought items. It is meant as a last resource to correct accidents.

Using a Fantasia correctly will never count as an "accident". If you accidentally threw it or sold it sure, but using it isn't an accident at all. The only reason SE was so lax on fantasias before was because they where unique.

Also, I am 90% sure in one of the live letters they state that they will no longer be restoring used fantasias once they are available for selling, so there's that.

To be Fair, can you imagine if they did this to you? They have to do everyone else who not happy with the result when using their Fantasy Phials?

Bump for daily entertainment purposes.

Quote:

---

Originally Posted by Tiggy

Yes, I don't see anything wrong with you being turned down. You're an adult. Learn to take a little bit of personal responsibility. If I discard something that's on me. I'm not sure I'd ever use their restore system.

---

Assuming he's an adult :p

To add another point: if the OP had asked ANYONE with ears if the hoods in game worked with your character, or were a pre-designed look, BEFORE using the fantasia, he would have been told they were pre-designed. Unless you pick the ears that exactly match the hood, it is going to look funny. Deal with it and move on. Don't show your head piece or whatever.

IMO, the GREATER injustice is the lack of ear space for the Miqo'te warrior helm in AF and AF2. EVERY other helm has room for my ears, but AF? NOOOOOO that would be too easy!

The fantasia worked as intended. OP was not able to preview the exact outfit in question, because you have to be naked before you can use Fantasia, but due diligence on the part of the "consumer" is expected by the company.

Recreating a character, aka "Fantasia of legend", is a serious lifestyle change and users are expected to really look into before deciding this is something they want. Remember, they are only selling a limited amount per account!

Quote:

---

Originally Posted by Kerberon

And those people successfully scammed SE. You didn't.

---

SE said if you used it "CORRECTLY or incorrectly". It wasn't a scam. It was what they allowed and were aware of. He can't do it now because the policy changed once they went up for sale and weren't so limited.

Quote:

---

Originally Posted by Kerberon

And those people successfully scammed SE. You didn't.

---

I can't believe I'm reading that someone considers it a scam if a customer requests assistance from a company and that company willingly assists that customer with exactly what they requested. Even by definition, that is the complete opposite of a scam. There are no hidden tricks or schemes in a customer requesting an item restore in an MMO and the company granting that restore.

Anyway, to the OP, since the early days of FFXI the best advice I've seen given when it comes to SE customer support is to just make sure you can avoid it whenever possible, and they really haven't done much to change that over the past decade. If I were you I'd try again with this particular case because their support can be wildly inconsistent (being told one thing by one rep and an entirely different thing by another), but in the future, double and triple check everything you do so that you never have to deal with them.

So

You go to a market, buy a body lotion. You use the whole body lotion, but it didn't make you like the models showing it in the adds. Are you going back to the market demanding a refund?

Oh not only can you preview, what your character will look like. You can also make new characters and play around with their settings all you want. Don't like it? Delete it start anew! Like it? Safe the appearance data, delete it, use Fantasia and select the appearance data. Now you don't like it? Well I guess you need to make lemonade now.

Quote:

---

Originally Posted by Verlynth

So you see nothing wrong with them giving the cold shoulder to a paying customer? Who has shelled out money for a game, and is now denied satisfaction? Not for any reason, but for their need to make more money? I do believe how they answered me would suggest they should not be doing item restores at all. For instance, you bought the wrong Soldiery item. YOU clicked the wrong item. The soldierys were used correctly though. So if you sent in a request to be given the proper item, you should be denied. Am I not correct?

---

Yes, you should be denied.

You used your soldiery to purchase something, SE completed the transaction on their end.

They should not have to go into the database and change the transaction because you made an error.


Look at it this way...

If you're making a purchase at an unattended vending machine and hit Pepsi when you meant to hit Dasani... do you make a call to the vendor and ask them to send someone down to immediately right YOUR wrong?

No, the vending machine did what it was suppose to do. You made the mistake on your end.

If someone happens to be walking by that can open the machine and make the switch, you lucked out. It shouldn't be an expectation though. They reserve every right to say, "sorry, you messed up you gotta either buy a Pepsi or drink hte Dasani".

They have no obligation to reimburse you, because the machine worked as intended.



Now, if you put a dollar in and made your selection and the machine just ate your dollar. Yes, you should file a complaint (if you feel your dollar is that important to you) and the vendor should be obligated to return your dollar.

One time restore = ONE TIME RESTORE. End of story.

I want to point out that they probably did you a favor by denying your single restore chance. Who knows what you'll screw up in the future?

Based on the item restoration policy (http://support.na.square-enix.com/fa...la=1&kid=68222), he is eligible to request the item: "Following a GM investigation, if it is confirmed that an item can be restored, the item will be restored. The results should be sent after several days, but the investigation may take several weeks."
The item can clearly be restored, as it's been given back to other players. It's just that the Game Master who was handling the case took on a personal decision to deny the request. Look at it this way, if a computer had been handling the case, based on the rules and qualifications for item restoration he would have been cleared and given the item. Now, whether it's because it's being sold and they can make money of it now is a different story, but just based on eligibility, he was.

Quote:

---

Originally Posted by OSUBuckeye4

(if you feel your ears* is that important to you)

---

* Fixed.
/10chars

Hello,

We understand that you have some concerns regarding the changes to the one-time item restoration policy, and sincerely apologize for any inconvenience this has caused. However, due to our recent addition of Fantasia potions in the Mog Station, our policy for the return of these potions have become more restrictive.

Although we appreciate your post and the feedback you have left, we have decided to close this thread. Unfortunately it appears to have veered off-topic, we would like to remind you to keep all feedback civil and constructive in the future.

-GM Rohirthorn