Customer Service and Manual Legacy

I'd like to start off by saying this isn't some rant about Legacy. I was told by the FFXIV Customer Service Agent to post about this issue, because it was all that I could do.

Starting in March I tried to reactivate my account, due to some issue (which is still beyond me) I was unable to get into my account. I was not in a rush and decided sending FFXIV Customer Service and email would do. I was responded to with "That service is not available at this time." and I would respond with I wasn't asking for a service I am having problems logging into my account and I would receive the same message. June comes and I decide I am going to call FFXIV Customer Service and I was told to reset my password and that I should be fine and if I needed any more help I could call back. I reset my password and I still could not log into my account using my password I had just reset it to. At the time I wasn't able to call because I was on my way to work, so I decided to send a quick email about the issue. Once again I was receiving emails with responses that had nothing to do with my issue.

Time went by and I had reset my password several times and no matter what I did it would not work. I would call and I would be told that I needed to reset my password for it to work. Finally in the beginning of September during a 3-4 hour long conversation with a Supervisor in Customer Service I was able reactivate my account. At the time I wasn't even thinking Legacy because I was so happy that I could finally play again.

I was playing the game and Legacy didn't even cross my mind till one of my Linkshell friends mentioned it. I remembered that because of issues on Customer Support's end I wasn't able to start playing the game when I wanted. I tried contacting them through email, because I wasn't in a rush and I would receive responses like "That service is not available." "We will bring that to the developers mind."

This time I decided I would chat with a Customer Service Agent (I will be leaving his name out). He was extremely friendly and I was pleased with his attitude. Once I told him of my issue and that I had ticket numbers, pictures, and more information showing that I did what I could to get my account back and FFXIV Customer Service was the problem. One of his responses were:
"I do totally agree with you and if I had an alternative for you, I gladly would provide it to you. It's just we are not able to add Legacy to an account since the option has been removed from the system."

Now I know this isn't a major or common issue for people, so I don't believe I will be getting a fix for in sadly.

The feedback I want to say is that there should be at least 1 department in FFXIV that can manually add Legacy to an account in cases such as mine. I know there would be people screaming and crying wanting to get Legacy, but in this case I have kept records showing it wasn't a simple I joined late and want what everyone else has, its I was unable to get it because of issues on FFXIV side and not my own. Someone once told me "Everyone makes mistakes, but its what you do to fix the mistakes determines what kind of person you are." and I think FFXIV has been good to that so far, but some areas still need to be fixed. The agent that helped me said he would pass my issue onto people higher up so my issue would be known, but that there was nothing they could do right now.

Allow at least one department of FFXIV to manually add Legacy to accounts, so issues like this can be solved.

Thank you.

It's good that they're taking your case into consideration, especially because you provided proof of your intent to return to the game. I don't know if they can guarantee boosting you to Legacy status because just logging back in doesn't mean you would have stayed for the 3 months. I'm sure you would have, but without any certainty from their perspective I don't know if there's a lot they can do. Maybe they could ask for any remaining monthly fees that would bring you up to the ~$30 minimum. (You might have paid for 2 months, so they'd ask for a 3rd.) In any case, I hope it works out.

As for a whole department on this issue, I don't see any reason not to add a couple of specialists temporarily for this sort of thing until launch. It sounds like a pretty rare case, and not everyone with the issue is going to call, so I doubt there'd be any need for a full team. They'd have to spend more time with each person, though, just to verify everything... I don't know. I just wish SE support was more responsive as a whole, so maybe we can make an example of this case to get them off their asses.

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Originally Posted by Yrusama

It's good that they're taking your case into consideration, especially because you provided proof of your intent to return to the game. I don't know if they can guarantee boosting you to Legacy status because just logging back in doesn't mean you would have stayed for the 3 months. I'm sure you would have, but without any certainty from their perspective I don't know if there's a lot they can do. Maybe they could ask for any remaining monthly fees that would bring you up to the ~$30 minimum. (You might have paid for 2 months, so they'd ask for a 3rd.) In any case, I hope it works out.

As for a whole department on this issue, I don't see any reason not to add a couple of specialists temporarily for this sort of thing until launch. It sounds like a pretty rare case, and not everyone with the issue is going to call, so I doubt there'd be any need for a full team. They'd have to spend more time with each person, though, just to verify everything... I don't know. I just wish SE support was more responsive as a whole, so maybe we can make an example of this case to get them off their asses.

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I plan on playing either way. It has on my account the time frame of March-September of me resetting my password and several tickets about the issue. I know its not a 100% think for them to know I would have paid, but if I was willing to keep working towards playing after all of it I think it shows they could believe me about me paying them if I was given the chance.

I do hope something can be done about it as I would like to receive the benefits that come along with Legacy, but like I said I will play either way.

I don't care so much as that it happened, because I know things like this happen in MMOs. My only real problem/concern is that no one is able to do anything about it. That is why I am posting this and it appeared that the agent really wanted to help me and give me the Legacy title that I should have had, but literally had no one of doing it.

All I can do is address the issue and hope it gets enough attention that FFXIV will notice they need to do something about it and fix the problem

I can attest to the password frustration. It seems to be some kind of bug or something to where it doesn't take the password no matter how many times you try and change it (at least when I tried to do it recently)

The only way I was able to change my password was through one of those emails I get when I log in from a different IP. For whatever reason, I cannot change passwords through the SE account management system itself..it keeps bumping me back asking me to enter the one time security token password, something I don't have, and have never had enabled.

Good luck with your case though. I hope, if anything, they recognize that the password thing is broke or bugged, and get it taken care of.

I am legacy and english seems no one can explain how to get on beta how am i supposed to figure it on my own or can anyone tell me so i dont goCRAZY!! ty got code a 2 weeks ago entered fine now what BENCHMARKS pls help. stop running around the bush and just tell us YOSHI!

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Originally Posted by Marek

I am legacy and english seems no one can explain how to get on beta how am i supposed to figure it on my own or can anyone tell me so i dont goCRAZY!! ty got code a 2 weeks ago entered fine now what BENCHMARKS pls help. stop running around the bush and just tell us YOSHI!

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LETS JUST GAME CMON!!

I plan on keeping this thread up to date on if Square Enix/FFXIV Customer Support can manual handle Legacy issues in the future.