Why does SE have the worst customer support ever?

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06-28-2015, 06:23 AM
Imoye

This is disgusting. The fact that they didn't ship them out in a timely manner is THEIR fault. Just prolong the early access period by another week already SE.
Stuff like this is what puts an otherwise great game in a dark corner. I cannot even play my freaking character and my sub is running!
06-28-2015, 06:24 AM
Adire

When the customer support rep. is the one who feels they deserve to decide if you've been helped and are satisfied enough and leaves instead of letting you decide that, that's bad.

Unfortunately it's also common these days. Rarely do I get good customer support from any company. Haven't had to deal with SE's yet though, but this is pretty terrible.
06-28-2015, 06:27 AM
Able

This seems about normal for companies in the tech and games industry these days. Customer service is just terrible.
06-28-2015, 06:29 AM
Airget

Simple question is this, did you order it through the SE store or did you order it through Amazon? Odds are they are only allowed to compensate for the people who brought it through their store or Canadians who may have issues dealing with customs holding their package longer than intended.

However if you did order it through the SE Store I can fully understand your anger, on the otherhand if it's Amazon whom sent it out then they are the ones you should be dealing with not SE because SE only provided them with the merch while Amazon is the one who holds the responsibility for sending it out.
06-28-2015, 06:31 AM
Adire

Quote:

Originally Posted by Airget

Simple question is this, did you order it through the SE store or did you order it through Amazon? Odds are they are only allowed to compensate for the people who brought it through their store or Canadians who may have issues dealing with customs holding their package longer than intended.

However if you did order it through the SE Store I can fully understand your anger, on the otherhand if it's Amazon whom sent it out then they are the ones you should be dealing with not SE because SE only provided them with the merch while Amazon is the one who holds the responsibility for sending it out.

Why couldn't the customer support representative give this explanation if this is indeed what happened in this situation?

The unpaid community shouldn't be giving better customer support than paid representatives >_>

I don't see why it's so hard to stay on the line with a customer a little longer to see if they have questions or concerns and explain something like this rather than disconnecting as soon as the representative is satisfied rather than the customer.
06-28-2015, 06:32 AM
Avero

Same here, i received an email this morning from SE saying that an order a placed may concern me, that they have numerous reports that physical copies (my collector) has not been received yet for canadian orders. The message says i should contact them, in point form explaining the steps on the support site... Obviously to be brought to email support. 48hrs delay right? Business day delay... No support on weekends! So i get an email forwarded to me on a saturday at 5am, wont get any help for coulle days knowing how many calls or chat they will get on monday. Although i should be receiving the box monday/tuesday if estimates go as planned... Still disapointing, as you mentioned they can probably easily prolong early access keys. They made me so motivated to play (especially that i took a vacation week) that now i feel like going to grab a normal copy and just keep my collector sealed...
06-28-2015, 06:36 AM
Hito-Shura

Quote:

Originally Posted by Airget

Simple question is this, did you order it through the SE store or did you order it through Amazon? Odds are they are only allowed to compensate for the people who brought it through their store or Canadians who may have issues dealing with customs holding their package longer than intended.

However if you did order it through the SE Store I can fully understand your anger, on the otherhand if it's Amazon whom sent it out then they are the ones you should be dealing with not SE because SE only provided them with the merch while Amazon is the one who holds the responsibility for sending it out.

It was directly from the SE store so there is no reasons to alienate me as a customer. This was the second agent who refused to help me out. The other was misinformed and sent me to the store support page which is unrelated to my case since SE customer support are the ones to hand over keys. Many got their keys already while other less fortunate are treated like shit by incompetence.

The feeling of powerlessness against them is what stings the most... We are, as individuals, nothing to them.
06-28-2015, 06:51 AM
Ulathskullsplitter

Well seems to me that as soon as you got a little snarky telling her you already waited 5 hours to talk to her she just said screw it I'm not helping this guy. Probably had to deal with a ton of stuff all day and she didn't feel like dealing with it. Not saying it's right since that's her job but that's the way i read it... or maybe I'm completely wrong who knows.
06-28-2015, 06:54 AM
Adire

Quote:

Originally Posted by Ulathskullsplitter

Well seems to me that as soon as you got a little snarky telling her you already waited 5 hours to talk to her she just said screw it I'm not helping this guy. Probably had to deal with a ton of stuff all day and she didn't feel like dealing with it. Not saying it's right since that's her job but that's the way i read it... or maybe I'm completely wrong who knows.

Don't see how that was snarky. At all. Especially since he made a point to let her know it was okay.
06-28-2015, 06:58 AM
Chihaya

So... some people that didn't get the product yet due to shipping got keys? I didn't hear anything about this =/
I bought digital to not worry about any of the shipping crap
06-28-2015, 07:04 AM
Hito-Shura

Quote:

Originally Posted by Ulathskullsplitter

Well seems to me that as soon as you got a little snarky telling her you already waited 5 hours to talk to her she just said screw it I'm not helping this guy. Probably had to deal with a ton of stuff all day and she didn't feel like dealing with it. Not saying it's right since that's her job but that's the way i read it... or maybe I'm completely wrong who knows.

Being snarky was not my intention. I wanted to put weight on my request as I felt I was losing her but it was ignored like all the other messages I sent her you show that I was concerned for her well being. Snarky or not though, her reply was truly unprofessional. I could have been much worst than that and I am sure she endured much more aswell during this troublesome day of extra work.

Quote:

Originally Posted by Chihaya

So... some people that didn't get the product yet due to shipping got keys? I didn't hear anything about this =/
I bought digital to not worry about any of the shipping crap

Read the other threads concerning the late shipments. Many complained and many had their prayers answered. As for the physical game... I really wanted the extra goodies to support the game hence why I chose that instead of going for the secure digital purchase.
06-28-2015, 07:11 AM
Rannie

Honestly as a Cs rep my self that was pretty shitty of them for that service. Then again it also makes me wonder if it is due to the weekend. I know that sometimes when the company it self and the business itself is closed some things are harder to do. I had to wait until a Monday one time when I got a bs copy pasta script from a gm in the game after I had contacted them about a missing title from 1.0. Called support on Monday once the weekend was passed due to it the guy helped me out gave me a new ticket number and then within that day or the next got the titled restored. Call and complain let them know and they will do what they can to help.

I know it can be frustrating to have to wait to be able to do and get something you paid for but with a little bit of patience and sometimes some good complaining will help out.
06-28-2015, 07:19 AM
Ulathskullsplitter

Quote:

Originally Posted by Hito-Shura

Being snarky was not my intention. I wanted to put weight on my request as I felt I was losing her but it was ignored like all the other messages I sent her you show that I was concerned for her well being. Snarky or not though, her reply was truly unprofessional. I could have been much worst than that and I am sure she endured much more aswell during this troublesome day of extra work.

Ya what you said wasn't bad but I was reading from her perspective. Like you said she probably dealt with alot worse today. I read it like a backhanded compliment like "you look great in that dress it doesn't make you look nearly as fat". She saw it, rolled her eyes and said to herself here we go again. Though I'm probably just projecting too much of myself onto it since id be a terrible customer service rep. Just forget i put my 2 cents in.

If i was in your position I'd be ticked off too and would have been alot ruder about it.
06-28-2015, 07:22 AM
radic202

Well that is the first I have heard of some getting "temp keys" in order to continue playing that game. I called, spoke via chat and also email and got the same response as the OP. I was able to log in my PS4 and play but no Heavensward content was available and my level 50+ toons could not get XP. I logged into my Win PC version which has the expansion (I had to purchase it yesterday in order to keep playing) and was able to access all content. Still very crappy of SE, they should have anticipated or dealt with this potential fiasco sooner and way better. I simply feel let down by Square Enix and my "adoration" of this game has come down a notch to say the least!