What's Going On With Square Enix Support?

For the past 18 days I've been waiting on them for a problem they said they'd fix. I've burned over half of my subscription time waiting on them and they still haven't actually done what they'd said they would do.

Are they understaffed, poorly organized, working too many hours? I'd really like to know 'cause I feel like I've been forgotten about or ignored by people that claim they're here to help.



For those wondering; I'm one of the number of players that got cheated out the Free World Transfer opportunity due to problems on Square's end. After numerous emails with the FFXIV support team and their template responses, they finally acknowledged my problem and that they would transfer my character for free.

About five days later they sent me an email asking me to agree to the Transfer Terms of Service before they would move my character to the server with all of my friends on it. Nothing happened. Fast-forward about another 9 days and I recived another email about how their terms have changed relating to how much gil could be transferred on a character. I agreed again. I watched my character sit on the server I've been trying to transfer away from for another four days and still nothing.

This is a problem that could have been worked out in five to ten minutes but the FFXIV "Support" team has managed to drag it out to roughly 18 days of my subscription time while my friends on Sargatanas wonder when we'll get to play together.

I actually know a few people who quit after waiting 20+ on an item restore response. I'vs had good luck with the CS personally, but yea 18 days? daaamn

If you want a response in a "reasonable" amount of time, call. You'll be on hold for about 2 hours (just set the phone down for an hour and a half and walk away, should be near the front of the queue when you pick it up again), but they'll fix your problem while you're on the phone with them once you get through.

I sent in an email about a few weeks after launch I still haven't heard from. Pretty sure they just purged it.

EDIT: Chat seems viable as well, moreso than phone. About a 45 minute wait.

Yeah, I've been hoping for a more direct way to contact them but I can't seem to find that support number or chat link on the site. Plus I heard from my friend that the one number he found required a toll for use or something.

Maybe I've just been overlooking them but mind sharing where you find the number or chat?

EDIT: It seems that depending on what category you pick in the "Contact Us" section they give you different options. I had been picking "In-game"-"Character Data Transfer" (since it seemed to be the closest available category for my problem that they offered and it was only giving me the option to contact them by email but when I picked the "Service Fee" category it presented me with additional options for phone and chat. I might try that and see how it goes. Also according to this it does look like phone support might have a fee.

Quote:

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Phone Support

Available Monday through Friday, 9:00 - 18:00 Pacific Time (Excluding holidays).
Attention
During periods with high contact volume, you may experience a longer than normal wait time or maybe able unable to connect
When contacting phone support, please be sure to have your ticket number ready when calling
Phone support is NOT a toll free service. You are responsible for all applicable fees when contacting us using this method

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DOUBLE-EDIT: I recently received another email from a fresh ticket I had made referencing my earlier one.

Quote:

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Hello and thank you for your GM Call.

We understand you are inquiring about the status of your character transfer request, and we apologize for any delay. We are pleased to inform you that your request has been granted and you will be contacted via email regarding the transfer.

Upon review of the transfer request it seems the character was online or in a duty while the transfer was supposed to occur. We apologize that this has contributed to the transfers delay, however we have escalated your request to be processed once again.

Thank you for your patience while we have worked to resolve these issues.
FINAL FANTASY XIV Game Master Team

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So I guess I'll just avoid logging in for another day or two and hopefully the GM Team will come through for me.

I have the same problem with an item restore request. I've been waiting almost 2 months now and it took them a month alone of me spamming them with tickets for them to even acknowledge it and admit that they even provide such a service, despite me linking the item restore FAQ in nearly every ticket. So I gave them some time and two weeks later I asked for a follow up on the status and this is this response I got:

Quote:

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Hello and thank you for contacting the GM team.

We understand that you are inquiring about the status of your item exchange request, and we apologize for any delay. When a Game Master attempted to respond to your status request, we found that you were unavailable to speak to us. We are sending you this e-mail to inform you that we have received a large number of restoration requests so we ask for your continued patience while we investigate these situations. At this time, your request is still being processed and we assure you that if the restoration is granted, a GM will contact you in game or you will receive the items through the Mog Mail.

If you need further GM assistance, please feel free to contact in-game support and we will be happy to assist you.

Thank you for your patience, and best wishes to you.
FINAL FANTASY XIV Game Master Team

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So... if you're not online (or in your case, offline) at the exact time they decide to help you, they push you back to the end of the line and tell you you have to wait while they help others. I've since sent numerous emails asking when I'd get assistance or if I could just call in-game GM support and ask to speak to a GM directly so they can take 5 minutes out of their day to assist me. All I get is "please be patient while we review your request, blah blah blah."

Something tells me that I'll once again be unlucky enough to not be on at the exact magical moment that a GM decides to take 5 minutes to decide to contact me, or that I'll be in an instance or something (because that's all the whole game is anyway) and be "unavailable" and I'll once again get pushed back to the end of the line. And this will continue for months on end.

Their service is pure garbage. Even XI wasn't this bad.

Quote:

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Originally Posted by OneMech

So I guess I'll just avoid logging in for another day or two and hopefully the GM Team will come through for me.

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In the guidelines for the transfer, they specifically tell you not to log in until transfer is complete or it may delay the process:
http://na.finalfantasyxiv.com/lodest...4c3d8619e086af

Quote:

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* Regarding Login Restrictions During the Transfer Process
Once you begin the World transfer process, you cannot create new characters or log into the game until the transfer is complete.

Characters will be transferred in the order applications were submitted. Furthermore, additional time may be required for all transfers to complete. A notification will be sent to the e-mail address registered to your Square Enix account when the transfer is complete. Do not attempt to log in before receiving this notification, as doing so may cause an error in the transfer, prolonging the process.

* Please check your e-mail filters to ensure e-mail from the domain name @account.square-enix.com is not sent to your junk mail folder.

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So.. yeah... stay out of game until SE emails you that the transfer is complete.

Well, it looks like a GM came through for me in the end. I've successfully logged into my destination server and can finally play with my friends. So thanks to the GM Team.

I played a french game a year or so ago, and SE was its NA publisher. SE set up a website and was also responsible for the NA user base. This included support.

The French user base had great support cause they got to deal directly with the developing company, but we here in NA got SE for our support, and was awful. Not only were the NA micro transactions 400% larger than the French shop, but if you ever needed support you were basically screwed.

Greetings,

It seems that there have not been any further posts about this concern being an ongoing issue. Because of this, we are considering it to be resolved. If this does continue to be a concern, please create another thread to further discuss resolutions or contact the Support Center at support.na.square-enix.com for assistance.