Character rolled back - 3 months worth of inventory lost

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Originally Posted by rotf

it sounds like he didn't read all the information in this thread, like so many here before him.... Im tired, so at this point I just copy and paste stuff from previous posts

The rollback is a service offered by SE, so regardless of the reason the service is being used, they need to make sure it works in acceptable terms.
While the URL used to request it states that the process can take 7 to 10 days, my account was rolled back 3 months after the request was opened, which is unnaceptable.
It caused me to lose a huge amount of inventory items and progress from the ShadowBringers expansion, and support refuses to revert it.
Issues noted:
- According to support the current process can take longer than indicated, but nowhere in the URL the player is warned that it could take up to months.
- The url states the player should not use the character in question, so this plus previous point leave us in a situation where players are expected to NOT play for an indeterminate amount of time, but keep on paying subscription, even if it takes a year for someone to finally look into it.
- No refund is offered for the time the player is expected to not play.
- No record number is provided when you open the request
- No communication is sent when the request is complete
- No secondary confirmation is performed by support before proceeding with the rollback when the target completion date is exceeded
- It is not possible to cancel a request once it is put in.
- No option to revert if support works on it after the expected target date or any other unexpected circumstances.

This is a process that needs to be crystal clear and can not be open to interpretation, as a poorly handled request could cause way more harm than help (clearly seem in my case). So it is in urgent need of improvement.

Compromised Account: Game Data Recovery Form:
https://support.na.square-enix.com/c...82&la=1&daxx=4

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It is your fault. You don't want to take responsibility for it, but that doesn't change the fact that it is your fault.

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Originally Posted by Pharone

Yes. That is exactly what he was supposed to do.

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This isn't the way you support a valued customer. This is the way you lose a valued customer.

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Originally Posted by Lealah

This isn't the way you support a valued customer. This is the way you lose a valued customer.

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I said before that Square was in the wrong for taking 3 months to put the rollback through.

It is the OP's fault for what he lost because he did EXACTLY what they said NOT TO DO.

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Originally Posted by Gwenorai

After months of no contact, the sane person would think that the request was lost and nothing would happen because it would have happened within a proper time limit. It didn't.

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No, stop. It has nothing to do with sanity. A logical person wouldn't have left it up to chance and would have followed through with finding out what has become of their request, especially knowing any progression would be completely lost.

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Originally Posted by Gwenorai

This doesn't take away from the fact that they stated a specific time limit and didn't follow through with it. I don't understand why people ignoring that fact.

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My experience with issues of this caliber, character data, developer-level personnel are the only ones that can access it, or a rank of something similar. I can't see anyone in NA or EU having direct contact with character data, or at least not without having to answer to someone of that rank and getting their OK first along with verification of the process, because the last thing you need is an accidental character wipe or data corruption. If you've encountered other games that tend to push customer service more, even having one branch communicating with another overseas usually takes longer than 10 days. I honestly keep scratching my head seeing the whole 10 days thing SE lists there because it just sounds unrealistic. Combined with reports from others having filed for this service and it repeatedly taking longer than those 10 listed days. It just doesn't make sense to have a request received, identification verified, combing logs, locating the restore point and applying it. Not even factoring in the communicating branches. Most tickets don't get fully resolved that quickly on lesser issues (though this is sometimes due to waiting on customer responses when more information is required).

So yes, on at least that front, the time they allot, plus some other information, needs to be made far clearer than what is presently there.

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Originally Posted by MrKusakabe

Which, again, is a side-effect of that. The communication between these two departments are not required at all because of the reasons I brought up. Like a form of Need to know. :)

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It’s more to give a legitimate player information or updates, there are more than hijacked users out there. Since the player will never directly speak with the dev team except in very specific circumstances. Still have my dev response as a priority in my log lol

This truly is NOT a hard concept to understand.

1. They said DO NOT PLAY THE GAME while waiting for the rollback.
2. He played the game while waiting on the rollback.
3. He lost everything that he gained during the time he was waiting on the rollback.
4. It is his fault that he lost all his stuff.

FACT: The fault for losing his stuff is HIS.

FACT: Square did a really truly poor job of customer support by taking 3 months to process the rollback.

You people are going to just argue semantics here, so have fun with that.

You did. And Gwenorai's comments hold a lot of value. Many of us have dealt with support for other games and the experience with SE is not even close to comparable or even reasonable. Regardless, it's still very bad customer service that things like this should take so long at all. I have hope that somehow these processes will change and it will become a better experience for everyone involved. Just sitting back and taking it is never going to encourage that to happen.

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Originally Posted by JunseiKei

No, stop. It has nothing to do with sanity. A logical person wouldn't have left it up to chance and would have followed through with finding out what has become of their request, especially knowing any progression would be completely lost.

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I agree with this, to a degree. He should have called up. But who in their right mind would think that they would push the rollback 90+ days after the request? This is the type of nightmare fuel you read on the internet when people experience horrific customer service. Even thinking about that wait is illogical - it should not have been that long. It baffles my mind at the lack of communication. 7-10 days should not equate to several months.

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Originally Posted by JunseiKei

My experience with issues of this caliber, character data, developer-level personnel are the only ones that can access it, or a rank of something similar. I can't see anyone in NA or EU having direct contact with character data, or at least not without having to answer to someone of that rank and getting their OK first along with verification of the process, because the last thing you need is an accidental complete wipe or data corruption. If you've encountered other games that tend to push customer service more, even having one branch communicating with another overseas usually takes longer than 10 days. I honestly keep scratching my head seeing the whole 10 days thing SE lists there because it just sounds unrealistic. Combined with reports from others having filed for this service and it repeatedly taking longer than those 10 listed days. It just doesn't make sense to have a request received, identification verified, combing logs, locating the restore point and applying it. Not even factoring in the communicating branches. Most tickets don't get fully resolved that quickly on lesser issues (though this is sometimes due to waiting on customer responses when more information is required).

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I don't understand this either. I just don't understand it since they gave OP zero information, not even a confirmation or a record number.

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Originally Posted by Pharone

FACT: The fault for losing his stuff is HIS.

FACT: Square did a really truly poor job of customer support by taking 3 months to process the rollback.

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Well at least you stepped up and agreed that it was indeed terrible customer service to take three months to do a rollback, for which OP was expected NOT to use his account during the release of an expansion.

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Originally Posted by Pharone

FACT: The fault for losing his stuff is HIS.

FACT: Square did a really truly poor job of customer support by taking 3 months to process the rollback.

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I agree with you there on both counts. We are all just arguing two different things that are getting intertwined; was he in the wrong and is SE's customer service needing improvement.

I guess people in their eagerness to find ways to blame the victim, fail to realise that if this process remains as is, and they ever have to use it for some reason (let's hope not), they will be in this exact situation:
expected to NOT play the game for an indeterminate amount of time with no communication at all from beggining to end and no possibility to cancel the request

I don't think anyone would find that acceptable.. specially in a monthly fee based game

and that is what I'm trying to focus on with this thread

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Originally Posted by rotf

I guess people in their eagerness to find ways blame the victim, fail to realise that if this process remains as is, and they ever have to use it for some reason (let's hope not), they will be in this exact situation:
expected to NOT play the game for an indeterminate amount of time with no communication at all from beggining to end and no possibility to cancel the request

I don't think anyone would find that acceptable.. specially in a monthly fee based game

and that is what I'm trying to focus on with this thread

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If anything I think they should have given you a thorough apology for taking so long to even go through with it. That shouldn't have happened and I'm sure everyone here can agree on that. This situation would have been so much worse if you didn't play the account at all, to be honest - you would have missed out on one amazing expansion; unless you happened to have an alt that was levelled/geared and up to date. Otherwise, you would have been expected to either rush/be late with the expansion or pay out of pocket for a story and class jump which would have cost you more than the monthly sub.

But the point stands, this should not have happened. I wish you luck OP and hope you were able to catch up again in gear etc and folks were able to help you out.

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Originally Posted by rotf

I guess people in their eagerness to find ways to blame the victim, fail to realise that if this process remains as is, and they ever have to use it for some reason (let's hope not), they will be in this exact situation:
expected to NOT play the game for an indeterminate amount of time with no communication at all from beggining to end and no possibility to cancel the request

I don't think anyone would find that acceptable.. specially in a monthly fee based game

and that is what I'm trying to focus on with this thread

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Agreed. It's easy to talk when you are not the one in the situation. Things happen in life that we don't expect and think never could and it's really nice to have some support when they do.

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Originally Posted by rotf

I guess people in their eagerness to find ways to blame the victim, fail to realise that if this process remains as is, and they ever have to use it for some reason (let's hope not), they will be in this exact situation:
expected to NOT play the game for an indeterminate amount of time with no communication at all from beggining to end and no possibility to cancel the request

I don't think anyone would find that acceptable.. specially in a monthly fee based game

and that is what I'm trying to focus on with this thread

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Square's customer support is absolutely in the wrong for taking as long as they took to rollback your account. That is 100% on them. I don't think anybody disagrees with that.

It's the fact that you come here on the forums and play the victim card that people have issue with. You knew what you shouldn't do, and you did it anyway. You paid the cost for that.

The only reason you are a victim is because you did what you was expressly told NOT to do. I'm sorry, but that does not make you a victim. Square did not victimize you. Your actions did.

If it would have been me, I would have stopped paying for the service until it was completed. If they never fixed it, I would have found a new game to spend my money on.

That all being said, I can see where it is a painful subject for you, and I get that. I am sorry you lost your stuff. That truly does suck. I hope it never happens to you or anyone again in the future.

Best of luck to you OP. I truly hope you will find a way to continue to play and enjoy the game!

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Originally Posted by Pharone

Square's customer support is absolutely in the wrong for taking as long as they took to rollback your account. That is 100% on them. I don't think anybody disagrees with that.

It's the fact that you come here on the forums and play the victim card that people have issue with. You knew what you shouldn't do, and you did it anyway. You paid the cost for that.

The only reason you are a victim is because you did what you was expressly told NOT to do. I'm sorry, but that does not make you a victim. Square did not victimize you. Your actions did.

If it would have been me, I would have stopped paying for the service until it was completed. If they never fixed it, I would have found a new game to spend my money on.

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Personally I would expect a certain level of competence before assuming that SE customer service is completely useless, thus any account problem that occurs would mean abandoning my account permanently.

According to your flawed logic the OP should have stopped immediately paying and playing his account, until the rollback occurred. Since however there is no communication on when it will occur of it will at all, the OP might as well abandon the account and the game altogether. It is interesting that by trying to victim blame the OP, you are aggressively negative towards SE.

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Originally Posted by Pharone

This truly is NOT a hard concept to understand.

1. They said DO NOT PLAY THE GAME while waiting for the rollback.
2. He played the game while waiting on the rollback.
3. He lost everything that he gained during the time he was waiting on the rollback.
4. It is his fault that he lost all his stuff.

FACT: The fault for losing his stuff is HIS.

FACT: Square did a really truly poor job of customer support by taking 3 months to process the rollback.

You people are going to just argue semantics here, so have fun with that.

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If he didn't play the account then he wouldn't have gotten any end game gear to begin with. He wouldn't be raiding now either way. It doesn't matter whether he played or not when the end result is the same: he could not make progress in the expansion until the roll back was finished. Not getting stuff and getting+losing stuff has the exact same consequences. That should not be so hard to understand.

Blaming him for playing is diverting from the actual issue which is that the process took 3 months and cannot be undone once it's set in motion no matter who you contact.

so nothing can be done...end of story. Find something else to cry about.

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Originally Posted by BHolland

so nothing can be done...end of story. Find something else to cry about.

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At least OP made me aware of the severe weakness in the ability of SE to handle account related issues. What was your contribution exactly?
Or you're under the delusion that your case will be handled differently?

Find another thread to troll.

The big brain play would be to open another rollback ticket to a day before this one happened.

Actually the customer service system is pretty terrible. It's been over 10 days for my current ticket dealing with a rollback after I got my account hacked and all I keep getting is "We work on them in the order received and can't provide an ETA".... So I paid a sub for a game I can't even get customer support on. No number, no chat, and a different person responds every time I email. So who knows if it's even getting worked on or just sitting somewhere. They don't provide any communication for things they say they do and I reset my password the day it was hacked and submitted a ticket about it and a week later they sent me an email stating there was suspicious activity and to change my password...

I also submitted a screenshot of the login history with the different ip address logging into my account to help, hoping it might speed up the investigation process but nope.

So, what would be your solution? Should they prioritize your ticket just because you pay for your sub? What is with all the other players having problems? Should they have to wait for your ticket to be resolved, even though they also pay for their sub?

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Originally Posted by Shialan

So, what would be your solution? Should they prioritize your ticket just because you pay for your sub? What is with all the other players having problems? Should they have to wait for your ticket to be resolved, even though they also pay for their sub?

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Idk I dont think a simple thing as a rollback should take 10 days let alone 3 months.

I dont know how the tech works but I wouldnt assume it takes that long at all as it takes like 10minutes to rollbck my PC to another date in time and I dont believe that there are that many people asking for a rollback that the queue to be rollbacked is insane.

If you actually have an issue, you will get customer support to you very fast and efficient.... however if there is or have been fishy things going on.. as in lending out accounts... seeing different IP logins, getting savage content first time trying to do it... random amounts of gil appearing and more.

Then not so much.

The customer services teams have been dealing with a massive increase in workloads when most were working from home (probably) and recruitment of additional staff was pretty impossible due to working from home. User volumes have skyrocketed and that means support tickets have also. In addition to this many, many people were tempted with too good to be true offers posted as links on various sites and fell victims to account hijacks.

Now all of those are the background to why support tickets are taking a lot longer than normal. In the meantime the support staff are sending out the same (pre increased volumes and wait times) responses probably because nobody has the time (or authority) to amend the wait times quoted on the responses.

Is this good - of course not. However it does mean that we as paying customers have to be extra careful and check things.

I'm not saying - oh well just accept it - what I am saying is the situation is the situation and if you are told something should take X days but on X days +1 nothing has happened then get back in contact and keep contacting asking for an update or a revised estimated date. If that produces nothing then you ask for escalation to get the information remembering to use the "I am paying for a service which I am unable to use as you have asked me not to play so how am I going to be compensated for this".

It sucks I know but I have seen many threads here an elsewhere about rollbacks over the past year almost and they do take a couple of months not 7-10 days.

This all sounds pretty absurd. 7-10 days alone of not being allowed to play is pretty bad. Effectively not being able to play for 3 months with no status updates on your ticket? Insanity.

At the very least, I’d expect if you submit a ticket like that and they did rule that your account was compromised, that you would also be given an extension to your subscription for the number of days between the ticket and when they did the rollback since not being allowed to play during the investigation is essentially the same as not even having a subscription in the first place. I take it that they didn’t even bother with that? Did they inform you when they did the rollback outside of the game (e-mail)? Would they have even bothered if you had let your sub lapse while waiting for them to respond since it took so long?

My experiences with customer support have been terrible to the point it’s better to pretend that there isn’t any.

Moral of the story: it’s your account. Protect it with a good password and 2-factor authentication, and be careful with links. You’re pretty much on your own.

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Originally Posted by -BlueGreen-

Moral of the story: it’s your account. Protect it with a good password and 2-factor authentication, and be careful with links. You’re pretty much on your own.

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From what I heard is that the links ask you to 2 factor authenticate to access the forum. So add to that is that the forums will never ask you to log in that way.

This all sounds pretty absurd. 7-10 days alone of not being allowed to play is pretty bad. Effectively not being able to play for 3 months with no status updates on your ticket? Insanity.

At the very least, I’d expect if you submit a ticket like that and they did rule that your account was compromised, that you would also be given an extension to your subscription for the number of days between the ticket and when they did the rollback since not being allowed to play during the investigation is essentially the same as not even having a subscription in the first place. I take it that they didn’t even bother with that? Did they inform you when they did the rollback outside of the game (e-mail)? Would they have even bothered if you had let your sub lapse while waiting for them to respond since it took so long?

My experiences with customer support have been terrible to the point it’s better to pretend that there isn’t any.

Moral of the story: it’s your account. Protect it with a good password and 2-factor authentication, and be careful with links. You’re pretty much on your own.

You all know you're arguing over a three year old post, right?

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Originally Posted by Enlial

You all know you're arguing over a three year old post, right?

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Never let the truth get in the way of a great internet debate.

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Originally Posted by Juun

From what I heard is that the links ask you to 2 factor authenticate to access the forum. So add to that is that the forums will never ask you to log in that way.

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The “forum” actually will ask yourself to sign in to your Square Enix account, which also asks for your 2FA, if you are not logged in. That's why step 1 is so important: Never ever open links some random person send to you. If someone links a post from the forum, open the forum from your bookmarks, directly from the lodestone or after a Google search and then look for the topic.

I was considering World Transfer to EU as I made my account initially when I lived in US. But I no longer live there and getting raids is terrible.

However, these kind of posts scare me...

I dont know how is it for roll back but for world transfer they say that you will receive a confirmation mail, until then DO NOT LOG IN.

It also says if you log in that may cause issues.

But, what scares me is that the page says that in case of high number of service activity requests the time to transfer and therefore the waiting, might be prolonged.

I really want to move to a new world, this would also help with some congestion issues, but these kind of posts scare me. So I am really thinking if its worth it or not.

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Originally Posted by Shialan

If someone links a post from the forum, open the forum from your bookmarks, directly from the lodestone or after a Google search and then look for the topic.

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In fairness, the players falling for these are probably not people that frequent the forums to begin with. Everyone that is already here should know pretty well that those sorts of threads just don't exist. The scam is meant to catch anyone that's never been here and willing to believe this is just a regular normal forum thing.

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Originally Posted by Hasrat

In fairness, the players falling for these are probably not people that frequent the forums to begin with. Everyone that is already here should know pretty well that those sorts of threads just don't exist. The scam is meant to catch anyone that's never been here and willing to believe this is just a regular normal forum thing.

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It common internet knowledge not hit on links from random people