Email from Customer Support concerning purchasing PS4 pre-order from the website!

Ok guys, I finally got a reply from customer support.

My inquiry was regarding purchasing the digital version of FFXIV PS4 from the website. I've been waiting on it a while now since I was told that pre-orders for the digital version of the PS3 wasn't available till after the beta. But now with the PS4 version coming out in less than a week but now that I think about it that just sounds stupid. Why would they wait till under a week to allow pre-orders?

The links on the official website to preorder the digital version either lead to the PS3 version (PS Store link) or the PC version (Square Enix Store).

I'm just trying to make sure I get my pre-order bonuses but I don't want to not be able to get the code because of SE's crappy website.

Here is the email I received back:

Quote:

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Dear Customer,

Regarding your request for support. Please find your answer below.

Thank you for your contact today.

We apologize, while the product you are referring to is indeed a SQUARE ENIX product, the store that handles those issues has their own support system in place to assist with these types of problems.

To reach the support site for the SQUARE ENIX GAME STORE/E-STORE, please visit http://www.findmyorder.com and log in.

If you require additional assistance with your order please contact Digital River directly via phone at 1-866-585-3251.

Thank you for contacting the SQUARE ENIX Support Center.

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In other words if you've been waiting to purchase off of the official website then you are SOL. SE will not take responsibility for their own store because the online store is not owned by them despite it being named the "Square-Enix Store". Also goes for those who prepurchased a physical copy off FFXIV from the main website and did not receive their code.

Ignore this post. I replied just after you added the quote in a separate post :p

Baffles me for them to say they don't own the store.

Well the digital only version would just be on PSN anyhow.

Quote:

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Originally Posted by Menfist

Ignore this post. I replied just after you added the quote in a separate post :p

Baffles me for them to say they don't own the store.

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It's division of responsibilities and duties. A dedicated team/position for one department to focus exclusively their assigned group. It's normal practice anywhere that houses separate departments under one main company/school/etc. Or in this case, outsourcing.

Except the store isn't owned by SE at all. Not even a part of any of SE's divisions. It's owned by "Digital River", therefor SE takes no responsibility for any of the screw ups, thus them not being able to get me on the hook with anyone with anything relevant to say, instead transferring me to an entirely different company to talk to.

Quote:

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Originally Posted by jrollins89

Except the store isn't owned by SE at all. Not even a part of any of SE's divisions. It's owned by "Digital River", therefor SE takes no responsibility for any of the screw ups, thus them not being able to get me on the hook with anyone with anything relevant to say, instead transferring me to an entirely different company to talk to.

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Yeah, that's where the outsourcing part comes in. Any actions taken within Digital Rivers field is their responsibility, with almost zero legal liability to SE. It sucks, but that's generally how SE likes to do transaction of goods outside of Japan, it seems. Outsourcing to other companies, including some rather shady ones, and having lackluster (often horrible) customer service. Not a common way to go for most well-known companies, but having followed them in the online world of transactions since FFXI, it's nothing surprising.