Customer support from Square-Enix is atrocious.

I have a friend who has been trying to contact Square-Enix for 2 days just to remove a token from his account.

Chat - 2 hour long queues only to get "no agents are available" (multiple times)
Email - No response
Telephone - Been ringing for 5 hours now.

Seriously, just to remove a token? He doesn't have the emergency removal password because his PC got fried and he had it stored on his HDD (which I yelled at him for)

Still, this is ridiculous Square. Get it together.

I second that. Im in the same situation.

Im 100th in que with an hour wait time. Lets see what happens...

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

Sushi, check this out.


You're wasting your time, I called at 9:09 one day (9 minutes after they opened) and sat on hold from 100% to 0% on my phone. Call monday at 9am pst sharp.

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Originally Posted by Hokulol

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

Sushi, check this out.


You're wasting your time, I called at 9:09 one day (9 minutes after they opened) and sat on hold from 100% to 0% on my phone. Call monday at 9am pst sharp.

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Thanks I will do this.

I agree it is absolutely autrocious.

Chat: Not available
Telephone: Always busy signal
Email: They told me to check my spam folder (which I already did), I told them I have been watching that, then they closed my ticket without solving my issue.

Yeah, their customer support is pathetic. Even when they answer my ticket, they don't respond to the issue I wrote about. I'd love to meet the person who is in charge with customer support and congratulate them for the fine job they are doing. :rolleyes:

Quote:

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Originally Posted by DarkTrinity06

Yeah, their customer support is pathetic. Even when they answer my ticket, they don't respond to the issue I wrote about. I'd love to meet the person who is in charge with customer support and congratulate them for the fine job they are doing. :rolleyes:

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Oddly enough, that guy is probably increasing the profit margins more than you can believe. Annoying for us, good business for them. They won't need the staff we think they should (and they should... damnit) have on hand during these times in a month. A couple players will quit, but, a majority of players who want to play FF14 will, even if being put off for a month. Unfortunate as it is, it makes perfect sense to me....

Quote:

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Originally Posted by Hokulol

Oddly enough, that guy is probably increasing the profit margins more than you can believe. Annoying for us, good business for them. They won't need the staff we think they should (and they should... damnit) have on hand during these times in a month. A couple players will quit, but, a majority of players who want to play FF14 will, even if being put off for a month. Unfortunate as it is, it makes perfect sense to me....

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I highly doubt the person is doing much of anything for profit margins, for the better. Let us not forget this remade game, in SE's words, is to mistake the wrongs of the past and gain it's customer's trust again. When you sub to the game you are not only paying to play the game but the associated service such as customer support for it. When players are having issues, some even already claiming to leave or considering it, the last thing you wanna do is make customers less happy by giving awful support that is supposed to help players resolve issues. That will only help push more people away. Those numbers in loss subscriptions will ad up very quickly, especially if it's a player that could of potentially been one that would sub for years.

I assume that is American support? cos the UK one is superb to say the least. I waited less than 2 mins, an had my account fixed so fast.