Have a hacked account? There is something you can do about it.

By the way, I stumbled upon the CEO's blog here:

http://na.square-enix.com/us/blog/note-phil-rogers-ceo

And he shared his email with the readers for feedback of Square Enix.

If anyone has any issues I would send an email to him just to let him know what's going on in the customer support end of the company. Please remember to do so in a calm and civil manner of course. :)

Quote:

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Originally Posted by KisaiTenshi

I worked for a cell phone company before, they employ overtime or hire more staff if they can't maintain the 98% "calls answered in 90 seconds" Service level agreement. If a customer is without service, it's because they broke or lost their phone, or they lied to the seller/reseller about where they live. Resellers just want to make a buck and will saddle customers with additional "service chargeback" agreements where if you cancel service they charge you, the customer for the loss in their commission. Now who is at fault here? The customer for not reading the agreement, or the reseller for being a sleazeball while promoting our companies services?

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Then SE should probably be ashamed that most people calling their phone support wait 2+ hours to get a call answered. I would if that was my current wait time. And their live chat isn't an improvement on wait time either.

Quote:

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Originally Posted by Cirsce

Then SE should probably be ashamed that most people calling their phone support wait 2+ hours to get a call answered. I would if that was my current wait time. And their live chat isn't an improvement on wait time either.

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Based on the politics of the previous call centers, it probably went something like this
Supervisors - "Gee boss, we have extremely large call volume, and it's not going down, what should we do?"
Manager -" Hire more staff!"
Supervisors - "But that will take 7 weeks!"
Manager - "Deal till then"

(2 weeks to roll out job applications to recruitment agencies, 5 weeks to train)
http://ch.tbe.taleo.net/CH01/ats/car...X&cws=1&rid=61
http://eu.square-enix.com/en/node/1729?all=
http://eu.square-enix.com/en/jobs/ga...anenglish?all=

Quote:

---

Originally Posted by KisaiTenshi

Based on the politics of the previous call centers, it probably went something like this
Supervisors - "Gee boss, we have extremely large call volume, and it's not going down, what should we do?"
Manager -" Hire more staff!"
Supervisors - "But that will take 7 weeks!"
Manager - "Deal till then"

(2 weeks to roll out job applications to recruitment agencies, 5 weeks to train)
http://ch.tbe.taleo.net/CH01/ats/car...X&cws=1&rid=61
http://eu.square-enix.com/en/node/1729?all=
http://eu.square-enix.com/en/jobs/ga...anenglish?all=

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Yeah. Unfortunately, I've worked at one.

Quote:

---

Originally Posted by KisaiTenshi

Based on the politics of the previous call centers, it probably went something like this
Supervisors - "Gee boss, we have extremely large call volume, and it's not going down, what should we do?"
Manager -" Hire more staff!"
Supervisors - "But that will take 7 weeks!"
Manager - "Deal till then"

(2 weeks to roll out job applications to recruitment agencies, 5 weeks to train)
http://ch.tbe.taleo.net/CH01/ats/car...X&cws=1&rid=61
http://eu.square-enix.com/en/node/1729?all=
http://eu.square-enix.com/en/jobs/ga...anenglish?all=

---

Sounds more like a new community rep for one position. That is not going to solve their customer service issues. And usually it turns out to be 'Deal with it. More employees are not in the budget and this is just a phase.' It doesn't help they are hiring EU based on English with French or German. Basically EU talks to NA who then has to talk to JP....