Dissatisfied customer

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Originally Posted by Centershock

Lol the whiteknighting in here is also making me nauseous. I love how a lot of people in here are quick to say "OH IT'S YOUR FAULT YOU ADMITTED TO IT SUCK IT UP" because this has probably NEVER happened to them. At least, not with SE. And I am almost positive that most of you have not worked customer service jobs.

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Being condescending isn't going to help get OP's money back, nor is it going to stop the inevitable ban of his account if he opts to issue a chargeback.

The fact of the matter is, is that OP did screw up, and it's not SE's fault that he did not pay attention to the EULA. As far as SE is involved, they gave him the gametime on the account he initiated the transaction on, and all accounts are bound to the same EULA as every other account: your payment is final unless criminal activity is involved.

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Originally Posted by Nixxe

The BBB is just a nonprofit organization of questionable value and has no actual authority.

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I've used them in the past with unresolved situations such as this. Usually with favorable results.

This isn't directly related to the topic, but something that interests me.

The whole concept of a chargeback - is this more common in the US etc than the UK?
I just did a quick look up on it, and you only start to be covered in the UK once you've paid £100, and less than £30,000.
Until I started browsing forums and things like Reddit more commonly, it was never something I had heard of, though I'd never had reason to look into such either.


As to the topic, it is an honest mistake, but it is likely not going to change.
They may not have the systems in place to carry such out, it may be something that would cost them money to do that makes it not worthwhile, or it may just not be something they are willing to do.
My assumption would be related to extra charges placed on the back of Square Enix, which may seem small in a one off case, but could set precedent for the future. Likely the same reason they are harsh on chargebacks.

Yes it's his fault that it happened. That is what happens when you have customers, they make mistakes, and being a jerk and not helping them is bad CS. If customers never made mistakes, CS might not even be required.

Yes, he will likely have to choose between eating the cost or getting his account banned because SE CS is terrible, depending on his credit card protections.

Regardless, the story here is the absolute terrible CS. What kind of company is unable to cancel service and give a refund? Feel free to blame the guy for making a mistake- lord knows none of us has ever made a mistake. It's not like the MOG station is the most user friendly payment system. Regardless refusal to remedy the issue of a paying customer that wants to give you money and continue using your product is just bad business. It poisons the well.

For those of you who care more about blaming people and judging than providing a positive customer experience: Well good for you, but as someone that works in software - that is not how I would ever treat one of our customers. I don't think the industry matters, that is just poor service.

I can only imagine the terrible world if everyone acted that way- everything would be like government offices where they don't care if people are happy. Of course in a competitive environment that doesn't work.

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Originally Posted by ApolloGenX

Regardless, the story here is the absolute terrible CS. What kind of company is unable to cancel service and give a refund?

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I haven't found a company with a subscription that can take away game time. Not even Blizzard can. If you make a mistake, they have to suspend your account for the amount of time in question, because they can't subtract game time.

Look at it from SE perspective here, since this is likely the same case. They'd have to ban his account for 6 months, and they don't know if he wants to come back within those 6 months. Maybe he gets a new computer at 3 months and wants to play? Well he's locked out, then throws a fit, and we're back to square one. He should have been paying attention. He should have linked his accounts.

I am shocked by the amount of people defending poor customer service...wow. My bf and I don't run a successful business by having bad customer service, we are known for being very helpful and responsive. I understand this is a bit different because it's a subscription but it can be refunded and the account frozen temporarily or something.

You don't have a successful business by treating your customers like fools for making a mistake, you treat them with kindness for even wanting to to try your product in the first place and try to remedy the situation. I'm certain if Yoshida knew about this he would help the OP same way he helped that guy at fanfest.

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Originally Posted by Kaethra

I've used them in the past with unresolved situations such as this. Usually with favorable results.

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lol

Their entire business model is to basically take advantage of an undeserved reputation they've managed to establish through marketing and hold businesses hostage with the threat of a bad rating, despite their ratings being meaningless and mostly the product of paying dues or not to the BBB. A large and well established company like SE, which isn't even based in the US, has little reason to care what the BBB says.

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Originally Posted by Centershock

Lol the whiteknighting in here is also making me nauseous. I love how a lot of people in here are quick to say "OH IT'S YOUR FAULT YOU ADMITTED TO IT SUCK IT UP" because this has probably NEVER happened to them. At least, not with SE. And I am almost positive that most of you have not worked customer service jobs.

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It's not white knighting. It's reality. Take accountability for your own screwups.

And no, I did screw up and purchased Heavensward through SE, despite my game being through Steam because I didn't know better. SE refunded it for me, so I'm a bit surprised they won't refund OP's money, assuming he's telling the truth, but if they hadn't, I was prepared to just give the key away and eat the loss because it was my mistake.

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Originally Posted by Centershock

Lol the whiteknighting in here is also making me nauseous.

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I work for one of the major highstreet/online retailers and i can tell you that digital subscription items/digitals items are exempt from the 30 day money back guarantee. Thats the law.

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Originally Posted by Jijifli

I haven't found a company with a subscription that can take away game time. Not even Blizzard can. If you make a mistake, they have to suspend your account for the amount of time in question, because they can't subtract game time.

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You can transfer account time with blizzard and that is all the OP needed really, since they wanted the time on a different account.

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Originally Posted by AlexanderThorolund

I work for one of the major highstreet/online retailers and i can tell you that digital subscription items/digitals items are exempt from the 30 day money back guarantee. Thats the law.

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Must be different cards, countries, or love from your credit card. One of my cards as I recall them wording it to me is a 30 day guarantee for /everything/ under 5,000$. Although that is one of the cards I put heavy purchases on so maybe that's why.

Digital items not exempt as I called them about it.