Sorry for making a thread, but this was the only blunt way I knew to get in contact with anyone that might be of help.
Okay, so I'm locked out of my account because I wanted to log on to another Hard Drive. I just have to go and change my password. But wait, I can't remember my security question and answer and nothing I use seems to work. Well I guess I'll just check the database on what to do:
http://i5.minus.com/jM45BAZNXmmJs.jpg
And this isn't the first time either. I also managed to find an Email contact but they just redirected me to a site that required my login...which I can't do, because my account is suspended and I can't remember my security question! Trying to go through the email contact again, It looks like I have to enter my security question and answer.
I'm dumbfounded.
What the hell? How am I supposed to get any actual customer support and why is it so easy to break an account like this?
I would like to continue playing this game, or at the very least log onto my account to make sure I'm not continually billed for something I can't access. My post keep disappearing so I don't even know if this will work.
Square. I need you to work with me on this.
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10-12-2013, 10:45 AMGramulSquare. I need you to work with me on this.
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10-12-2013, 10:54 AMGramul
Can anyone even see this thread/my posts or is it some twisted joke that it shows up on the forums at all?
I just need to check. -
10-12-2013, 10:58 AMRaldo
Can definitely see your posts/thread. Unfortunately, beyond agreeing with you, I can't help :(
The tech support subforum might garner GM attention faster? I dunno. -
10-12-2013, 10:58 AMArgentdawn
It has been seen.
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10-12-2013, 11:03 AMGramul
That's good to know at least.
I just hope they don't ignore it and delete it because I'm supposed to be suspended or something. -
10-12-2013, 11:03 AMKitya
Try calling them.
Telephone #: 858-790-7529
Available Mon-Fri 9am-6pm PST
(I know, it's the weekend and you won't be able to till Monday but it'll still be the fastest way to get a hold of them.)
Make sure, when you're talking to to the person on the phone, to let them know you forgot the answer to your question so you can get it changed. I'd suggest using a secret question that you can actually remember and then writing it down somewhere next time. -
10-12-2013, 11:12 AMGramulThanks.Quote:
Originally Posted by Kitya
That gives me an hour after I get home from work. It seems to be the only option I have left. Not even toll free.
Good God Square, please work on this. You literally have directions leading people to log in to get help for not being able to log in. -
10-12-2013, 11:15 AMCrescent_Dusk
Good luck wit their customer support. Not only do they hide their phone lines from customers, but when you actually have grey hair from waiting in the phone lines, someone completely devoid of competence and/or initiative will be waiting for you at the other end of the phone.
I had some of the most horrible experiences with SE support, and my one thought is "I hope nothing ever goes wrong with my account ever. I don't want to call that place again." -
10-12-2013, 11:25 AMZfz
I also ran into the same problem (as in can't find the "further assistance" button). Their help center is useless as it is.
I did have my problem resolved via the online customer service rep chat. So you should try that. Although over there I waited for close to 2 hours to get a customer rep, but the rep was courteous enough and actually did understand my problem and resolved it for me. I'd give that incident a good 8/10, with the -2 from the long wait.
So try the live chat. -
10-12-2013, 11:29 AMGramulFantastic. Where can I find it?Quote:
Originally Posted by Zfz
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10-12-2013, 11:30 AMKityaYep, np.Quote:
Originally Posted by Gramul
Sucks that it doesn't give you much time. If it makes you feel better, when I called them with an issue I was only on hold for 15-20m or so. Not too bad for a brand new game, imo.
Also, I think one of the main problems with their CS is that they're a Japanese company. Their main branch of support is over there. I've noticed this is sort of a trend with foreign companies.
It does sound like you had a bad experience. You can't really generalize just from that, though. The people they hire for phone support are not always the most intelligent people so you can have some bad luck with it occasionally.Quote:
Originally Posted by Crescent_Dusk
I would like to say that when I called them they were very friendly and helpful and solved my issue immediately. I was able to resume play normally as soon as I got off the phone. Also, when you're on hold don't just sit there, do other things. Makes it seem like it doesn't take years. :P -
10-12-2013, 11:39 AMZfzI think it was in here:Quote:
Originally Posted by Gramul
http://support.na.square-enix.com/co...hp?id=496&la=1
I remember the 40 character description stuff. But how I ended up in live chat, I honestly can't remember. The customer service here is as convoluted as the account management. Which all says to me they try to avoid providing a service to customers. :(
I'll bet even Yoshida himself can't find the live chat link if he accessed the support website himself from outside. :3 -
10-12-2013, 12:42 PMVaen
Good luck dude. Let us know when you get past this customer disservice buffonery and back onto your account. I'm curious to know how long it takes!
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10-12-2013, 01:05 PMGramulYou can go ahead and just count the next two days because SE support doesn't do weekends. Which tells me it's a soul sucking full time job with no employee rotation. And I get to talk to them on the last hour of their day.Quote:
Originally Posted by Vaen
yaaaaaaaaaaaaaaaaaaay~ -
10-15-2013, 09:51 AMGramul
40 minutes on hold. With nothing but the sound of a repeating dial tone and a generic automated "Everyone's busy, please look forward to it."
Other than that it was fairly quick as I had a number from my attempt at Email help. The guy was courteous and direct. Had no problems with him.
Just seems like they might be understaffed.
In any case, it's over. -
10-15-2013, 10:01 AMGaddes
Is the customer support in XIV the same from XI? Because I've been hearing horror stories right and left, but never had them when I had to call CS about issues in FFXI back in the day. I was hacked once back in 2008 or so (hadn't logged into FFXI for a couple weeks, then one day I do and I'm suddenly in another server in a well-known mining area with all of my Sky/Sea gear gone and wearing bare-minimum stuff... you wouldn't believe how fast I bought a security key after that mess) and was helped through the process over the phone of rolling back my character. It was harrowing but it went pretty smoothly from what I remember. To those of you who've used their CS for XIV, does it seem like they just don't care anymore? Or that they aren't taking you seriously? I find it so disappointing that their service sounds like it's gone downhill so much from the previous mmo...
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10-15-2013, 10:03 AMVaen
Congrats! There should be an in-game achievement or something for when you log back in after your account was inaccessible.
Too bad I never really got to see you or the other cool forum-using Sargatanas people in-game before my upcoming transfer to another server. I hope I don't regret the switch! -
10-15-2013, 10:13 AMGramulNot to fear.Quote:
Originally Posted by Vaen
I plan on infecting Gramul to every server.
I'll be everywhere.
No one will ever be alone again.
Because I'll be there.
With you.
forever
The call had me select from 3 options: Account issues, FFXIV issues, and FFXI issues. So I'm going to assume yes.Quote:
Originally Posted by Gaddes