Your in game (and out) customer support is disgusting!

I made a ticket requesting help with a purchase I made incorrectly about 3 to 4 weeks ago and I am yet to receive a reply or any acknowledgment that you have the ticket. I even sent a follow up ticket to make sure you did get the 1st one and that still has no reply either.

I also put in a ticket about a month ago for a refund from your online store and they got back to me 2 weeks later saying that the store will handle it and contact me, I still haven't heard anything from the store and that was a month a go.

It is disgusting and needs fixing. :mad: Put more staff on or something, it needs a major look at.

It's awful, they closed my ticket out with out even replying and told me to resubmit. 2-3 weeks later couldn't give me a one word answer, instead I got an auto reply telling me to call them. Thanks but no thanks.

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Originally Posted by Claire_Farron

It's awful, they closed my ticket out with out even replying and told me to resubmit. 2-3 weeks later couldn't give me a one word answer, instead I got an auto reply telling me to call them. Thanks but no thanks.

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They did that to me when I had issues just before early access, it made me so mad. I don't understand why they say sorry for taking so long to reply then close your ticket and tell you to write it again... It is infuriating.

Yup! Their customer care in-game and out- has me contemplating leaving, even though I'm really enjoying the game itself.

Our FC Master was hacked and suspended (2+ weeks later she still hasn't heard anything back on that, either, as an aside!) -- but not before cleaning all the shards/gil out of our FCC! I ticketed this, via the web ticketing thing, selecting "compromised account" from a pulldown menu ... over a week later I got an email response telling me I couldn't use the web ticketing system for compromised account issues and my ticket had been closed. What?!

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Originally Posted by squidbunny

Our FC Master was hacked and suspended

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Sorry about your FC master, that would suck! I hope the support team get off their you know what and do something about it.

"I accidentally bought something for 15k gil and Square Enix didnt give me 15k gil back, I'll just head over to the forums and make them look bad."

Congrats.

SE's making themselves look bad. Keeping quiet on everything, deleting threads to keep matters quiet, leaving players to fend for themselves.

Customer service? Hello?

Is there a reason you made 2 threads on the same topic?

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Originally Posted by Yuripa

I want them to know how bad their customer service is and that it isn't acceptable. It is horrible and it's gone on since pre-early access FOREVER.

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Fixed.

/10char

I must agree.. This is starting to remind me of Nexon's garbage support. A couple of years ago where it literally took them a YEAR to answer a ticket. Hopefully, SE's support doesn't rival Nexon's.

Only replies I've gotten from SE were copy paste.

"We're sorry we can't help. (Aka We're sorry we can't be bothered.)

Thanks for contacting us. Enjoy FFXIV!"

If I have to put up with that much longer I'll go 'enjoy' something else.

Maybe i'm just lucky, I've never had an issue with SE support.

Tickets never worked for me. I got the same responses as above.

However, when I called them I got a very nice person who was extremely friendly and helpful.

Of course that was after waiting half an hour to speak to someone. Unlimited free long distance FTW. -_-

also submitted in game ticket 1 month ago about items i want gone from my inventory which i cant sell, store, or discard. no reply, no anything. Free to play games have better customer support than theirs. This is sad... lol

Jesus, even the white knights defend SE's shitty customer service? Wow.

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Originally Posted by Razzle

also submitted in game ticket 1 month ago about items i want gone from my inventory which i cant sell, store, or discard. no reply, no anything. Free to play games have better customer support than theirs. This is sad... lol

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What can a GM do about that? That's a technical issue that needs to be mentioned in the Technical section. Customer Service isn't meant for that. Those types of items have been mentioned by the devs that they plan on changing after 2.1 is released, by the way. In the meantime, those swimsuits can be stored in the armoire in the Inn room. In fact, they are one of the few things that can be stored there.

GMs can unstuck you and investigate and deal with harassment or cheating. They CAN'T re-write game code. They CAN'T do anything about your account issues.

Here's a list of what a GM can do something about, taken from the in-game Support Desk menu:

*Harassment

*Inappropriate Behavior

*Activities that affect game balance

*Real Money Transactions (RMT)/RMT Solicitations

*Impersonation

As for the account hack, I've been trying to get their attention about this for awhile. They need to be posting warnings about phishing emails and sites right along with their warnings about RMT.

My advice? Do NOT use the in-game tickets for serious issues. Use their main site. If you don't get a response, call them. Being pro-active tends to get better results than passively waiting, in my experience.

But yeah, SE's customer service has always been arthritic and frustrating. Mainly due to their very tightly controlling 'top-down' management style.


As an aside, make sure you check your Recent Replies and History frequently if you've submitted a ticket. Tickets are not generally answered via chat or in-game mail, but through those two areas in the Support Desk menu. Recent Replies will show the last three GM replies you've received, and History will show a mix of tickets submitted and the replies to them (but not many!). You need to check them at least once a day, but be aware that if you, like me, submit RMT reports frequently you might miss the GM reply. For example, my History only goes back to 10/24. Everything before that has been pushed off my list.

Yeah the 1st one was deleted then put back so they are both around now :)

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Originally Posted by Uldi

What can a GM do about that?.

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How about replying to the ticket directing me on what to do in order to actually get the help I need? It doesn't matter if they can or can not fix whatever problem I'm having. They should not completly ignore or close a ticket without saying anything. I never had this happen in other games including most F2P ones.

The company I work IRL for, have many many sections, some (and mine too) not even dealing with customers. If you ignore a msg from a customer that accidently arrived in your inbox instead of forwarding it to the people that can actually help that customer, all the while making sure the customer got a reply - you will be fired very fast.

Also I already have the items in my armoire. they are duplicates.

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Originally Posted by Yuripa

I made a ticket requesting help with a purchase I made incorrectly about 3 to 4 weeks ago and I am yet to receive a reply or any acknowledgment that you have the ticket. I even sent a follow up ticket to make sure you did get the 1st one and that still has no reply either.

I also put in a ticket about a month ago for a refund from your online store and they got back to me 2 weeks later saying that the store will handle it and contact me, I still haven't heard anything from the store and that was a month a go.

It is disgusting and needs fixing. :mad: Put more staff on or something, it needs a major look at.

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Hey always look on the bright side, at least you got a response! If it was a bigger company like Google or Microsoft you'll never get a human reply :)