This game has the worst customer service 10+ day response time.

Well good news everyone! It doesn't matter if Square can fix my problem or not, because I'm just going to buy that jump potion. But it would still be nice if they can help.

For all the countless hours I've already wasted on this, a 25 dollar jump potion feels like the easy way out, but at least I'm overjoyed that I'll have a solution to my problem.

So you are saying you want to support a game that has horrible customer service ?

If you're buying the MSQ skip then so be it :P but for future cases

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Originally Posted by JackHatchet

I provided all the information for my bug. I even provided a Youtube video showing that my quest is broken. I don't know what else to add. Maybe they should actually reply to me and ask? Like I said. I don't mind dealing with people. I would be more than willing to work with them and go half way. But they have to be responsible for at least trying too.

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You didn't use the template, which means you didn't read the (READ THIS) thread, so they tossed your bug report because you didn't want to follow directions.

Ok everyone! Good news and bad news. I've spoken to an in-game representative, and here's what I learned.

They cannot abandon, reset, or forward my quest. Additionally they cannot give me the quest item. They stated that doing so could cause irreparable damage to my character. In response I asked how this would affect people who in the future will use jump potions to skip broken or bugged quests, and the reply was "there's no guarantee, and that it's possible those characters can be damaged as well."

Additionally, I asked what happens if I uses a jump potion and my character is irreparably damaged? Would I get a refund for the cost of the jump potion or other compensation? The answer was "Square Enix does not do refunds, but I could haggle with the Billing department, and test my luck. So... That's um, reassuring?

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So basically, I was told to be patient, and keep paying my subscription until the programmers fix the bug for me. So essentially, I'm throwing money away. I inquired about any form of compensation for the missing days, because I am still paying, and their reply was "Square Enix doesn't do compensation."

Alright, so I guess I just sit tight? I didn't want to lose a golden opportunity for questions, because if I don't ask them all now. I might never get the chance again. So I asked what will happen when the bug is fixed? How will I know? And I was told that I'll be contacted in-game, but what happens if I let my sub expire, because why the fuck would I keep paying for it if I can't play--right?

I was informed that I "may" "probably" receive an email. Oh boy. I hope that's true. Though I don't want this to take until my sub expires (The 4th of next month). So whatever. I was told they have all the info they need. I'm not going to waste more time on it. They'll contact me when it's fixed. And if it's not. Yeah, I'll drop 25 bucks on a jump potion to catch up for all the lost time, but I won't be happy about it. And I'll be unbelievably upset if doing so actually does break my character permanently.

But I guess if that happens, I'll just have one crazy ass story to share around, and sometimes stories have value too. Still, I'd rather this just work out. Until then. No more tickets. They promised me they had all the info, and were working on it.

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Originally Posted by JackHatchet

Ok everyone! Good news and bad news. I've spoken to an in-game representative, and here's what I learned.

They cannot abandon, reset, or forward my quest. Additionally they cannot give me the quest item. They stated that doing so could cause irreparable damage to my character. In response I asked how this would affectpeople who in the future will use jump potions to skip broken or bugged quests, and the reply was "there's no guarantee, and that it's possible those characters can be damaged as well."

Additionally, I asked what happens if I uses a jump potion and my character is irreparably damaged? Would I get a refund for the cost of the jump potion or other compensation? The answer was "Square Enix does not do refunds, but I could haggle with the Billing department, and test my luck. So... That's um, reassuring?

-----------------------

So basically, I was told to be patient, and keep paying my subscription until the programmers fix the bug for me. So essentially, I'm throwing money away. I inquired about any form of compensation for the missing days, because I am still paying, and their reply was "Square Enix doesn't do compensation."

Alright, so I guess I just sit tight? I didn't want to lose a golden opportunity for questions, because if I don't ask them all now. I might never get the chance again. So I asked what will happen when the bug is fixed? How will I know? And I was told that I'll be contacted in-game, but what happens if I let my sub expire, because why the fuck would I keep paying for it if I can't play--right?

I was informed that I "may" "probably" receive an email. Oh boy. I hope that's true. Though I don't want this to take until my sub expires (The 4th of next month). So whatever. I was told they have all the info they need. I'm not going to waste more time on it. They'll contact me when it's fixed. And if it's not. Yeah, I'll drop 25 bucks on a jump potion to catch up for all the lost time, but I won't be happy about it. And I'll be unbelievably upset if doing so actually does break my character permanently.

But I guess if that happens, I'll just have one crazy ass story to share around, and sometimes stories have value too. Still, I'd rather this just work out. Until then. No more tickets. They promised me they had all the info, and were working on it.

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Can't help you unless you answer my question, was the link i gave your bug report? if so YOU NEED TO MAKE A NEW ONE PROPERLY. NA call center is very bad, just fill out the form here to make sure it gets noticed.

Also did you ask to talk to a SGM or LGM? normal gms give you different answers daily. (I/e this is the reason I told you need to word the tickets in such a way it is understandable if you never played the game)

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Originally Posted by Moonlite

Sorry for your issue. SE has been reported for poor NA customer service since play station one. They have poor customer service ratings on many websites. It simply doesn't matter. I do find it weird that a GM has never sent you a tell though. Not sure what GM's can and can't do for in game issues. But I have always gotten a response.

As people mention WoW vanilla had a couple quests that a GM could not fix. They had still not fixed them when BC came out. They just gave me a dungeon drop that was better. Oh that reminds me (literally just popped into my head). The WoW quest would unbug for some people if you were the first person to click on the NPC after maintenance. Not sure if that applies.

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Yeah, but that wasn't my original one, lol. That one was just a ranty "hey, what happened to my last one?" type of vent to get attention.

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Originally Posted by JackHatchet

Well good news everyone! It doesn't matter if Square can fix my problem or not, because I'm just going to buy that jump potion.

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Why would you financially support their bugginess? o.0 Real motivation for them to fix it there.

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Originally Posted by JackHatchet

They cannot abandon, reset, or forward my quest. Additionally they cannot give me the quest item. They stated that doing so could cause irreparable damage to my character. In response I asked how this would affect people who in the future will use jump potions to skip broken or bugged quests, and the reply was "there's no guarantee, and that it's possible those characters can be damaged as well."

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SE's inability to provide what is standard customer service in any other MMO continues to astound me.

Still don't understand why OP cannot create a new character. Afaik legacy accounts can create new characters too, but don't know well how legacy accounts works, if someone can let me know the reason, I'll be grateful.

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Originally Posted by LalaRu

Still don't understand why OP cannot create a new character. Afaik legacy accounts can create new characters too, but don't know well how legacy accounts works, if someone can let me know the reason, I'll be grateful.

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the mark on back and some legacy gear

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Originally Posted by Ama_Hamada

the mark on back and some legacy gear

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So, he cannot make a replica of the character. Given now you can "save appearance" from login screen, I wonder if trying save that, and load it again on a new character, will works. Apart the gear.

But, for just "play the game", he is not locked on create a non-legacy character, isn't it?

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Originally Posted by LalaRu

So, he cannot make a replica of the character. Given now you can "save appearance" from login screen, I wonder if trying save that, and load it again on a new character, will works. Apart the gear.

But, for just "play the game", he is not locked on create a non-legacy character, isn't it?

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Of course he can create a new character (and he already have at least one other character), but a new character won't be a legacy character and won't get whatever extras it is legacy characters do get.

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Originally Posted by MistakeNot

...a new character won't be a legacy character and won't get whatever extras it is legacy characters do get.

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I now understand very well why he wanna use that character so hard. Thank you explaining that.

What about asking support to create then a new legacy character in his account, cloning the actual appearance? I'm quite sure it isn't hard as resetting quests and can be done. Just an idea.

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Originally Posted by LalaRu

I now understand very well why he wanna use that character so hard. Thank you explaining that.

What about asking support to create then a new legacy character in his account, cloning the actual appearance? I'm quite sure it isn't hard as resetting quests and can be done. Just an idea.

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Inventory items, Unique Dialogue for the 2.0 MSQ and a back of the neck tattoo are the perks of using a Legacy Character.

Greetings, Naus Warcraft!

Thank you again for your patience as we investigate this matter for you. Our record shows that a GM reached out and collected additional information to include to your bug report, then was escalated to the development team. Please feel free to contact us if there are any other questions or concerns you may have.

Thank you,
GM Mouriveha