Charged for the game 15 days early, never purchased 1.0, screwed by CS. (livechat)

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Originally Posted by Alhanelem

Except those two "clowns" you were referring to were giving the customer correct information, it was the customer who didn't understand and they disconnected him because they did allthey could and he was still being upset. If you were that CSR, would you want to keep talking to someone that is raging when you've given them the most correct, truthful information avialable and you've done all you can do (or are allowed to under the rules?)? No. you politely say you've done all you can do to and move on.

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A thousand times this. Having worked customer support, sometimes there is nothing more you can do and the customer still isn't happy. In this case the CR rep was not wrong. He did not lie or attempt to cheat the OP in any way.
No disrespect to the OP, but in general, the customer is not always right, and companies can't always just give free stuff when someone complains.

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Originally Posted by Sajomir

A thousand times this. Having worked customer support, sometimes there is nothing more you can do and the customer still isn't happy. In this case the CR rep was not wrong. He did not lie or attempt to cheat the OP in any way.
No disrespect to the OP, but in general, the customer is not always right, and companies can't always just give free stuff when someone complains.

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From the perspective of a lowly CSR, maybe this is correct.

But from a marketing perspective, this is not "free" stuff; this is a relatively small loss in the interest of retention, and to prevent posts like this from popping up over the internet. For comparison's sake, just see google results of "Square Enix Support" vs. "Nordstrom Returns."

And to be fair, the OP did purchase a new copy of ARR with a 30-day trial; SE is still getting the same sales revenue from that copy, whereas the OP is losing ~16 days of playtime.

To be honest, those 16 lost days would not bother me, because the trade-off was a legacy char. But they shouldn't be a big deal to SE either. Even giving a bonus to the 10-15 people worldwide who may have done this would barely be a net loss of what, $100-200? Somehow I doubt that would even come up in a meeting, let alone cause the company to suffer.

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Originally Posted by Mychael

To be honest, those 16 lost days would not bother me, because the trade-off was a legacy char. But they shouldn't be a big deal to SE either. Even giving a bonus to the 10-15 people worldwide who may have done this would barely be a net loss of what, $100-200? Somehow I doubt that would even come up in a meeting, let alone cause the company to suffer.

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Would be way more than 10-15 people jumping on this. If they do it for one customer then they would have to do it for all or none at all. The most they should do is allow OP to use that code on another account since it seems the code has been invalidated without being registered.

Oh and his account is not Legacy, just a returning user account.

Sorry but they are right and you are wrong. Get over it.

Your friend gave you a buddy pass which is basically a complete version of the game for 1.0, so the CS rep is correct you did indeed register a full version of 1.0 on your account.

As everyone is saying, the primary erorr stemmed from you.
It is partly SEs fault for being as confusing as they are, but with enough research (which shoudlnt have been required) you could have made the correct decisions.

Sadly, SE will most likely not help, since they dont care how confusing they are.

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Originally Posted by Keith_Dragoon

Would be way more than 10-15 people jumping on this. If they do it for one customer then they would have to do it for all or none at all. The most they should do is allow OP to use that code on another account since it seems the code has been invalidated without being registered.

Oh and his account is not Legacy, just a returning user account.

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Why would someone jump on this? I doubt there are more than 15 people that didn't know they had 1.0 accounts AND bought new ones.

To "jump on," you would have to own a copy of 1.0 AND pay for a new copy of the game. A new copy of the game costs way more than the rate of a 30 day subscription. By giving them 16 days (to even out with the 14 free days we received) they payed, essentially, 30.00USD for days of gametime, vs. the usual 12.99 for 30 days.

I can't imagine that anyone would "jump on."

Better yet, just make unused activation codes double as 30 day pre-paid game card codes. It'll also be a little compensation for 1.0 players who willingly bought the 2.0 for the preorder bonuses.

Oh, and "legacy" has a double meaning; it refers both the legacy campaign, AND just about anything from 1.0. Legacy marks are applied to all characters created before 2.0, legacy servers aren't exclusive to legacy campaign, etc.

If it's any consolation, if you owned a PS3 and cared to have the game available on multiple platforms you can add an extra 30 free days by getting yourself a PS3 copy. I'm a 1.0 player and had 45 free days upon registering my PS3 version on day 1.

Of course, that's over twice the amount of just paying the $12-15 subscription fee.

Is there any reason you came off as an asshole right out of the box? Being courteous will get people to bend the rules for you. It isn't Square's fault that you were a nub and bought the game when you didn't need to.

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Originally Posted by Mychael

Stuff

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There is more than 10-15 people worldwide that got buddy passes in 1.0 and purchased a new copy of the game not knowing they didn't need to. Hell, I know more than 15 personally who are in same boat as OP, they just aren't on forums blaming SE. I'm sure if SE starts tossing pity reimbursements they all hop on that aswell as every other person who made this oversight.

Also there is no flag on his account that gives him anything from playing 1.0 unless he plays on the week old character he made with buddy pass. There is no difference between his account and a new player's aside from his low level character trapped on a random legacy world with a useless tattoo.