Treated like garbage by SE customer service.

Hello, I felt that this would be a wonderfully public forum to address my issues with SE's policies towards their customers.

Several days ago, I decided to re-sub, to see what had changed with FFXIV. I got a 401 error. I called SE customer support, and was told that this was because I am a NA soldier currently in Germany, and there was nothing they could do about this. Not a problem, he continued on, you can just buy one from a local Gamestop. He told me that these codes were not region locked, and were only 30 EUR for 2 months.

I wasn't really wanting 2 months, but I was happy that I had been helped, so I drove down and bought one. Came home, but lo and behold, 'This code may not be redeemed in your region.'

I called customer service, and this time, they have a new idea, let's whitelist my card! I had a problem with that, because I had spent almost 40$ on a useless code. They tell me: "Nothing we can do. That's not our fault" I tell them I won't be paying any more, if they can't fix their issues and my account.

That's when the customer service representative tells me that "Some people would rather die than stop playing, so we aren't worried about the money you spent. There's nothing anyone here can do about it, so you can either pay our site directly, or stop playing."

After an hour on the phone, I hung up on him after making it clear I have never been treated worse by a company I had given so much money to. ( FFXI for years, XIV 1.0, and all that stuff).

I hope this will help anyone thinking about weather they should try this or WoW or Guild Wars 2 make the decision.

I had a similar issue with my card, but when I called SE the rep suggested that I use UltimatePay to buy Crysta and just enter my card from there. It worked just fine and I didn't have to spend any more money than what I needed. Sorry to hear that your experience was so bad, but I don't think it's representative of the whole company.

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Originally Posted by Mundo_Bot

That's when the customer service representative tells me that "Some people would rather die than stop playing, so we aren't worried about the money you spent. There's nothing anyone here can do about it, so you can either pay our site directly, or stop playing."

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http://www.funnysigns.net/files/always-open.jpg

Sadly, they really do have awful customer service. I remember back in 1.0 trying on many many occasions to get them to honor my right of passage certificate that came with the original collectors edition. After having several tickets closed with no resolution or notification of any kind despite being told I would hear back from them, I eventually just gave up. I've never had to work so hard to get something I paid for in all my life, and I never did get it.

That is seriously terrible and I wouldn't put it past them. I've had a similar issue before.

SE's Customer Service has had a very bad reputation for ages and it is well earned. The biggest problem that I see with them is that they are primarily a single player console game developer and their service is geared for that. They refuse to realize that MMOs are totally different and think that they don't have to change to meet different requirements (1 size fits all). Until they acknowledge these differences then problems will continue to exist.

Thank you for bringing this concern to our attention. The events you describe are certainly not the level of customer service that we have trained our agents to utilize, and I have escalated these concerns to the Support Center manager to conduct an investigation into the customer service you have reported experiencing. The Support Center manager was chosen, since you described an account issue and a call, which would normally fall under their purview. Should this not be the case, I will personally make sure it is escalated to the appropriate department to conduct a full investigation.

Due to the negativity in the thread, however, I will be closing it to discontinue further negative comments without details that can be investigated.

LGM Enkrateia