A final plea for assistance regarding apparent character name bug
Over a month ago, I posted the following:
http://forum.square-enix.com/ffxiv/t...acter-name-bug
My friend who owns this account took it upon himself to:
1) Attempt to contact a GM directly through an in-game GM call using the /helpdesk command.
The response?
Quote:
Originally Posted by SE GM (paraphrased)
This is outside of our scope.
So whose scope is it within? No one, apparently. We just assume this automated process is working perfectly, and if anyone reports an issue, we will refuse to investigate it, and kindly suggest the customer just change their name and shut up, because we can't be bothered to do anything even if there is a bug.
2) Leave feedback through that link.
The response?
Quote:
Originally Posted by SE Customer Support
Dear Customer,
Regarding your request for account support. Please find your answer below.
Unfortunately that service is not available at this time. Suggestions from our customers are always valued. While we cannot guarantee implementation we will surely pass this on to the developers.
Thank you for contacting the SQUARE ENIX Support Center.
3) Get help through live chat.
The response?
Quote:
Originally Posted by SE Live Chat
Agent Fernando A: Hello and thank you for contacting SQUARE ENIX Customer Support. Just a few moments while I review your question, please.
You: Hello
Agent Fernando A: one moment please
You: Of course
Agent Fernando A: After the merge and transfer, if two or more characters with the same first and last name exist in the same world, only one character can keep the name, based on the order of the following priority:
Agent Fernando A: 1. characters that are playable on both March 26 (Monday) and March 27 (Tuesday) 2012
Agent Fernando A: 2. Characters that were created first
You: The other character with the same name has no activity since July 2011. And my character was carried over from Beta.
Agent Fernando A: if you character name must be changed because another character's name takes priority, please enter a new name by following the on-screen instructions when you first log in after the world merge maintenance has taken place.
Agent Fernando A: Is there anything else I help you with today, regarding your Square Enix account?
You: The other character with the same name has no activity since July 2011. And my character was carried over from Beta.
You: I think there is a bug in how this was handled
You: How can I have this issue escalated for further investigation?
Agent Fernando A: I believe that you simply need to change the name in order to play there is no reason to suggest is it a bug issue.
You: There looks to be a bug in how the characters were handled on server merge. The other character with the same name on the server has been in active for almost a year and my character was created during the beta.
You: Can you look at the other character's account and tell me that it is active, and has been this whole time?
Agent Fernando A: Unfortunately it is not in our policy to look up account without the account holder's permission, it is an automated system the name of the character needs to be change in order to move forward.
You: This is the second time my character name has been lost to someone who isn't even playing the game. During the FFXI server merges, my character had to be renamed when my server was moved to another. My relic weapon carrying character, with several jobs at max level had to be renamed for a character that no one had ever seen, and no one ever did see on that server.
You: That is a poor way to treat the most loyal customers of your service.
You: What can I do to have further investigation of this issue?
Agent Fernando A: all i can suggest today is to leave a feedback, to go www.playonline.com/ff11us click on "service and support" then click on "contact, then click on "submit feedback"
You: I stopped playing FFXI shortly after I lost my character name. I don't need to leave feedback for that game. FFXI is in the past, FFXIV should be the future.
You: So, there are no escalation points that can do additional investigation of these issues? There isn't a senior level or, higher tier support?
Agent Fernando A: You could contact your GM, but if you have issues with your billing account we will be more than happy to assist you.
So, essentially, every group says that it can't be done, or we won't support it, or you should talk to someone else. This is extremely poor customer service. Why won't anyone help with this issue?
It is an automated system that handles the whole "who has priority on a name" process. Is it that crazy to think there might be a bug in the system? Why does everyone assume it's not a problem, and couldn't possibly be a problem? Further, why does everyone assume someone's character name just isn't important? Obviously character names are important to the players who play the game, or this issue wouldn't come up to begin with.
DO YOU SERIOUSLY JUST NOT EVEN CARE ABOUT YOUR CUSTOMERS!?
This guy, The Godfather (Lodestone link below) created his character in the beta. That automatically means he was the first person to use this name, as it was reserved for him until he made the character on Saronia. And since the other two folks with the same name (going across all servers) have been been inactive since 2011 according to their Lodestone histories (one guy only played one day of his life, ever, and I can't imagine either one of them have just kept billing going for games they don't even play... we're going on well over half a year that either one of them has logged on to do anything at all), ACCORDING TO YOUR OWN ANNOUNCEMENT ON HOW THE SYSTEM WORKS, THIS IS MOST CERTAINLY A BUG.
http://lodestone.finalfantasyxiv.com...cicuid=2892433
Apologies for all the capital letters and whatnot. I know I hate seeing them, but I don't know what to do here. No one seems to care about this problem, and won't support it, and won't do anything. That seems like bad business, since you are about to least at least one customer.
Would you please help? How can this be escalated?