Very upset with customer support

I was told to post this here by customer support and I figure its worth my time and to hopefully show some other players that they are not alone in this.

When Final Fantasy 14 1.0 came out I bought the collectors edition box for about 70$ because I was excited to see a new Final Fantasy MMO come to the shelves since I loved the last one. And like everyone who bought 1.0 I was disappointed and angry that I had wasted money on a game that was on all accounts -unplayable- From the loading times to open something as simple as an inventory screen to waiting for everything to load when you moved to another part of a zone I quickly put down the game and wrote it off as a waste of 70$. That was until when my friend said he was playing FFXIV and said they came out with a new version of the game Final Fantasy 14 A Realm Reborn.

After looking around Square Enix site I saw the game and bought ANOTHER copy under the impression that since the first game was a disaster that they must have re-released the game as something new entirely. All was good. I got on and started playing and that is when I found that the game that i just paid another 30$ for the standard edition was the same game that I paid 70$ for when it came out. I was a little upset at myself for buying the same game over again so I figured I could call up Square Enix's Support Center and they could merge the accounts so I could have the characters that I started working on and had already reached a high level with, with my collectors edition so that way I could at least continue on with my characters without having to drop all the work I put into them as well as not lose the game time I had paid for when I bought the game.

So, after submitting a ticket and calling customer support and waiting on hold for an hour. I was told that this issue had to be handled by an in game GM and that they would at least transfer my collectors edition items over to my characters so that I wouldn't lose anything that by this time I had paid 100$ for in total. I was frustrated but glad that at least something could be done. With the support agent on the phone I submitted my ticket in game and waited to be contacted by a GM. That point in time was a little over 2 weeks ago. So today I put another ticket into the E-mail support and got a faster response telling me that this issue could not be resolved via E-Mail and I had to call the support center. Which is what I did the first time.

So once again I found myself on the phone calling up the support center and waiting on the phone for another 32 min [I waiting so long I marked the time down on from when I started the call to when they picked up] And Told them my problem once again. The lady on the phone was very rude to me and basically said that there was nothing they could do to help me and if I had any other comments that I should put them on this forum. When I asked to speak to a supervisor to learn more information about the problem I was told that she would not put me on the phone with anyone else as she told me all I needed to know about this issue and closed my ticket. By this time I was very upset that for all this time while I had been waiting for my issue to be resolved that I was waiting for nothing. So I called back seeing if I could try my luck to speak to a supervisor and learn more about why nothing could be done. Again I was told that my ticket was closed and referred here.

So here I am with a either a standard account that I have sunk over 100 hours into leveling my classes up while wasting the 70$ collectors edition that I paid for and would be playing on, if not for the fact that the game was unplayable or buy game time on my collectors edition and start all over from scratch and have wasted all that time that I had sunk into my character grinding, fighting, gathering and building up to achieve something. Personally this is not acceptable and I am ashamed that this company [which I have been buying games from since the NES days] is doing this to their customers,

Even more so since this all started because the game they first came out with had an issue that was their fault and was broken to the point that they entire game needed a re-release. I am not sure If anyone on here is even going to read this or is even going to care about my issue but I have said my piece and I am debating that with 2 days left on account if I am going to give square more money to treat me this way again. I have better games that I can spend my money on that treat their customers better

[I had to break this up into a few posts because there is a post limit on here of about 1000 characters]

B>TL DR section xc

Eh for those that felt like reading it its just venting my frustrations with square-enix and how they treat loyal customers

Technicaly difficulties aside, there's a lot of variation between members of the GM/CSR staff. You could report the same problem 10 times to 10 diffirent GM/CSR people, and you'd get 10 diffirent answers or solutions. Some of them flat out fix it for you without a hitch too, others tell you it's impossible an no one can do it, and yet again others ask you questions for 2 hours straight first which they dont understand the answers to.

It's just weird like that.

Best lesson i learned from it, dont give up till you get someone that can/will help you.

Is there a reason you can't activate your 1.0 account and play on that?

Well I did spend an entire month getting my gold smithing and mining classes to level 50 for one. Do you know how many hours that took to just get to levels up? on top of that I also have several combat classes built up as well. I am part of a very good fc and I have some really good gear on my characters. all of that work I put into those characters to have to start over on my original account is unacceptable for any player.

Your situation sucks, sure, but I'm just popping in to tell you that you can edit any existing post to bypass the 1000 character limit.

Edited to add: If you don't mind throwing more money at the problem, you could always buy the digital upgrade for $20 to add to your standard edition... I wouldn't want to do this if I were you, but it's the simplest solution, for what it's worth.

Why would I give them even more money to fix a mistake that wasn't my fault to begin with. Honestly Square Enix should make it right in the first place since it was their fault to begin with. And Honestly I hear from a GM or mod on this but as you see none have replied to this explaining anything to me so i was correct again. Honestly my opinion from now on is going to be to tell people to spend there money on games other then this from now on. I'd rather have my friends pay for eve online then this at least CCP takes care of there customers

To be honest, you should have done your research on the game. Months before release, it was heavily advertised that 1.0 players would be able to carry over their characters AND they would even get discounted subscription fees if they had remained subscribed for a certain period of time. The term Legacy Player should have at least crossed your eyes while looking through the Square Enix site. I was actually surprised when i read that SE offered to transfer your CE items since they're not really responsible for you having to buy the same game twice. It was a situation you could have avoided if you did more research.

Then again, they did lead you on with the promise that they were going to fix your problem and then weeks later change their mind so yeah, that was wrong of them. It could be either the original CSR was just lazy and made a false promise to make you go away or that second CSR was just being a B*tch.