Brand new player here who took advantage of the free trial. I liked the game so much I bought the Collector's Edition today from Amazon. However, while trying to transfer my trial account to a paid one, I received an error on the website. It told me to contact Customer Service so I did. I talked to this person named Danyelle J who apparently did not want to help me. I've pasted the conversation below and believe me, I'm now having reservations if I really want to put the time and money investment in this game anymore. Her attitude was completely unwarranted and I just hope a moderator here can forward this off to management.
Received Terrible Customer Service...
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08-09-2014, 10:21 AMTommiReceived Terrible Customer Service...
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08-09-2014, 10:23 AMTommi
Agent Danyelle J: Hello and thank you for contacting SQUARE ENIX Customer Support. Just a few moments while I review your question, please.
Agent Danyelle J: While I review your ticket, may I have your name please.
You: Tommy
Agent Danyelle J: Thank you Tommy. What is the issue you are having today?
You: Keep getting the error: ERROR (-24202)
A technical issue has occurred.
Try accessing the site again. If the issue still has not been resolved, please contact the Square Enix Support Center.
[QUOTE]Agent Danyelle J: What are you trying to do exactly?
You: transfer my trial account to a paid one
Agent Danyelle J: You will have to purchase a full copy of the game, after the 14 day trial ends.
You: why can't I do it now?
Agent Danyelle J: You will have to wait until the 14 day trial ends.
You: lol
You: so I bought the game for nothing...
Agent Danyelle J: Are there any different issues I can assist you with right now? -
08-09-2014, 10:24 AMTommi
Agent Danyelle J: You will have to wait until your free 14 day trial has ended, please be patient.
You: wow, really?
You: there's no way to cancel it?
Agent Danyelle J: No, you can't cancel a 14 day trial you have download, you will have to wait until the trial ends. If you wish to use your PC 14 day trial toon you created, please register to the same Service Account. Are there any different issues I can assist you with right now?
You: what do you mean by same Service Account?
Agent Danyelle J: The same Service Account the Trial is on. Just be sure not to create a new Service Account. Are there any different issues I can assist you with right now?
You: I don't understand what you mean by 'please register to the same Service Account'. I only have one SE account.
Agent Danyelle J: That is a SQUARE ENIX Account. -
08-09-2014, 10:24 AMTommi
Agent Danyelle J: I have just provided you the information that was needed once your trial has ended please contact us back if you have any questions in regards to registering the full copy of the game. Thank you .
Agent Danyelle J: Thank you for visiting the SQUARE ENIX Support Center! Take care and hope to see you online!
You: But I have not received the information needed, I just want to know why I can't apply my game code to my account.
You: Especially when I see a link saying 'Transfer to Regular Service'
Agent Danyelle J has disconnected.[/quote]
I'll understand if what she said was 100% correct, I just didn't appreciate the attitude she portrayed. Plus I am indeed peeved if I can't play with a paid account until after my trial is over... -
08-09-2014, 11:03 AMAelinau
did a quick search and found
Clicky
Which goes by what they were talking about i guess? but then i found
Restrictions for the FINAL FANTASY XIV: A Realm Reborn Free Trial
The following account restrictions apply during the Free Trial:
The Free Trial period lasts for 14 calendar days from the day of Free Trial account setup. (time is not calculated by time spent in-game)
Any upgrade to the full retail version of the game during the Free Trial shall result in the loss of any unused Free Trial time.
Free Trial users cannot use paid optional services (hiring additional retainers, etc.)
Free Trial users are unable to log in to the Lodestone and the official forums.
then
clicky
so i dont see why you cant upgrade to a full version during your trial...
That aside they should have gone about thier words differently :/ -
08-10-2014, 08:51 AMPetiteMalFleur
What browser are you using? A quick Google search mentioned it could just be your browser is not supported.
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08-10-2014, 10:15 AMTommi
I hadn't thought of that. I'm using Chrome; I'll try again with Explorer...
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08-10-2014, 10:20 AMTommi
Wow, that DID work! I can't believe it was a browser issue...
That makes my issue that much worse as this customer service representative said it was impossible... -
08-10-2014, 10:51 AMechoica
I don't see anything wrong with how the se rep spoke to you. I, however, found the way you to spoke to him/her obnoxious.
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08-10-2014, 01:22 PMPetiteMalFleurThe customer service person didn't understand your issue. If I get someone who isn't communicating well I'll just call back and explain my issue again to someone else and see if they'll help resolve it. I've never dealt with SE but that's been my experience with other support centers.Quote:
Originally Posted by Tommi
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08-10-2014, 03:15 PMelkhorn
Ive always had excellent service with SE support.
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08-10-2014, 06:00 PMTsuwuSame. My old physical security token desynced, had to contact customer service.Quote:
Originally Posted by elkhorn
They were awesome.
Guy even let me have like 10 guesses getting the code on the back right (since it had been worn away after years of use) and was very patient and likeable.
Your conversation with the rep seems...offputting. No offense. -
08-11-2014, 05:17 AMTjanz
Being formal is never a bad idea when dealing with support tickets. More precise you are, better answers you get. But yes. I did too upgrade my trial to paid CE from steam. Just picked up the serial and added it to my service account and that did the job as I expected. In Chrome, if I may add. I just did my homework and made some research *before* I started to mess things up. Preparing is also a good thing some times. Plus that makes community more helpful than it is. =)
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08-11-2014, 06:48 AMdamofitz
In defence of op, I had to contact se when I brought the collectors edition for ps4. The first few convos weren't at all helpful and had me try numurious different things before finally admitting it was a problem their end. Plus the pauses between responses was huge at times. But then I got a helpful guy who not only understood my frustration at still not being able to play two days after purchases, he actually cut the tech support out all together and gave me a brand new code for an upgraded version of the game. I guess it just depends on who you get and what they have in terms of knowledge and leeway
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08-12-2014, 03:00 AMMerryl
I was confused as well. From the wording it almost seemed as though they were saying it isn't possible to upgrade during the trial.
That and help desks don't usually know all the details, like the browser problem.
Glad you have it working now though -
08-12-2014, 03:15 AMCommander_ArcturusI agree. I would have ended the call with him a lot sooner.Quote:
Originally Posted by echoica
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08-12-2014, 08:49 AMNiwashiSounds more like she didn't even try to understand the issue and started spouting complete lies just to get the call over with. There's no excuse for CS telling him he can't buy the game yet, if in fact no such rule exists, and no excuse for her telling him to switch to a different issue when she hasn't addressed his first one.Quote:
Originally Posted by PetiteMalFleur
This certainly isn't typical for SE (whose customer service actually has a reputation of usually being pretty good, apart from some occasional waiting-time issues). But I guess there could be a few bad apples and the OP had the misfortune to meet one.