Confusing support response

I received an email from Square Enix support saying my ticket had been closed without any action due to the huge volume of tickets.
When I go into the support center, my ticket is still open.

Do I need to resubmit my ticket or not? My problem was not even acknowleged, much less acted on.

I haven't used the ticket system yet but if it lets you submit a new ticket with the same question without closing the old ticket (assuming it's not really closed yet) then there should be no harm in opening another ticket. If they get to the first one just close the other. Sounds like an error to me but who knows. Closing tickets because there are a lot of tickets, would they really do this? If so.... WOW

Even FF11, which had the worst customer service out of any business I've ever dealt with (including fast food), had better customer service and a more dedicated team than this.

They don't communicate with us explaining how long until they accomplish goals, or what they're working on resolving. They don't respond. You have to call 100 times to be put on hold for 4+ hours (my phone died, who knows how long it would have taken). They have disabled chat support. E-mail is unresponsive. I have been working on regaining access to my account for well over a week now. About to have a chargeback done from my bank and move those funds back to azeroth (I really, really, don't want to...).

We're left dead in the water. Good luck with your ticket, I hope one of their customers can give you advice to resolve your problem, because, they sure as hell won't.

P.S. I was quoted a 7 week lead time on my service ticket via e-mail, via the automated messaging.
What kind of business are you running?

^ I was appalled to find there was no chat support. The ongoing issues with email and phone support is also depressing.

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Originally Posted by Hokulol

Even FF11, which had the worst customer service out of any business I've ever dealt with (including fast food), had better customer service and a more dedicated team than this.

They don't communicate with us explaining how long until they accomplish goals, or what they're working on resolving. They don't respond. You have to call 100 times to be put on hold for 4+ hours (my phone died, who knows how long it would have taken). They have disabled chat support. E-mail is unresponsive. I have been working on regaining access to my account for well over a week now. About to have a chargeback done from my bank and move those funds back to azeroth (I really, really, don't want to...).

We're left dead in the water. Good luck with your ticket, I hope one of their customers can give you advice to resolve your problem, because, they sure as hell won't.

P.S. I was quoted a 7 week lead time on my service ticket via e-mail, via the automated messaging.
What kind of business are you running?

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This kind of wait is normal for new games. I know when I had an issue after an xpac in wow it was like a week before I got an answer and on the phone they told me I had to put in a ticket.

The only thing I think they are really screwing up is cancelling tickets. You should never ever cancel a support ticket becuase of volume. You keep it open and prioritize older/severe issues.

on a side note was your ticket for something they have said they know about?

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Originally Posted by bwalker36

This kind of wait is normal for new games. I know when I had an issue after an xpac in wow it was like a week before I got an answer and on the phone they told me I had to put in a ticket.

The only thing I think they are really screwing up is cancelling tickets. You should never ever cancel a support ticket becuase of volume. You keep it open and prioritize older/severe issues.

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The large difference between the customer service behind wow and SE. WoW, the channels that you are attempting to contact them work. They didn't disable the online chat, they didn't have phone lines that returned a busy signal, they had accurate quotations in their automated replies. SE told me it could be 2-7 weeks for my service ticket, yet, the e-mail automation told me it would be resolved or responded to within 48 hours. In reality, those are made up numbers that mean less than nothing. Neither of them were thought through, or accurate. How could they be with that level of confliction? WoWs blue posters frequented technical support forums, guiding and calming the people who were having issues. There is obviously an influx of players versus what they appropriated for. Your profit margins will be expanding, spend some of the unappropriated cash on supporting your product to the scale it has grown to be, not what you expected it to be.

There's always one self-righteous guy on the internet making the obligatory "bro have you ever played a game before" comment when someones complaining about service, though.

Quote:

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Originally Posted by Hokulol

The large difference between the customer service behind wow and SE. WoW, the channels that you are attempting to contact them work. They didn't disable the online chat, they didn't have phone lines that returned a busy signal, they had accurate quotations in their automated replies. SE told me it could be 2-7 weeks for my service ticket, yet, the e-mail automation told me it would be resolved or responded to within 48 hours. WoWs blue posters frequented technical support forums, guiding and calming the people who were having issues. There is obviously an influx of players versus what they appropriated for. Your profit margins will be expanding, spend some of the unappropriated cash on supporting your product to the scale it has grown to be, not what you expected it to be.

There's always one self-righteous guy on the internet making the obligatory "bro have you ever played a game before" comment when someones complaining about service, though.

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The fact that they stick with their 9-6 M-F customer service model shows that they really don't care to get these issues sorted in a timely manner. The service account issue is huge because their registration menus (especially on PS3) are atrocious and that will only lead to more tickets and issues. If things aren't solved by 6pm PST tonight, many of us are sitting here for the weekend twiddling our thumbs while our free trial slowly dwindles.

There's not longer a "every game does this" excuse after 10 days. There's no reason to cancel tickets, there's no reason to have such backwards ways of submitting tickets or registering codes. There shouldn't be a thousand different codes in the first place. This is par for the course with Square Enix.

I'm so glad to have my issue resolved today.

http://forum.square-enix.com/ffxiv/t...n-registration

Here's a thread I made on how I resolved it. Unfortunately, I don't think it's in the cards for you this weekend, due to the details specified in my post. Hope this helps.