WOW Can't believe how unwilling to help SONY and Square are

I own FFXIV on PC and have had the game since the original launch. I played for a bit when Reborn launched but just didn't have the time to invest so I quit for a while. I just came back, purchased Heavensward, and started playing again. I am enjoying the game and decided it would be nice to play on my PS4 every once in a while for the bigger screen it offers with my TV.

When I installed it I inadvertently installed it under my son's sub account and it is now useless due to the license being used to install the game allowed the game to be installed on a child account but Squares age policy won't let the game boot up on the PS4, according to Sony, and due to this I am unable to register the game.

You would think I could just go to my master account and everything would be fine, however, the game will not boot up under the master account because the license is attached to the sub account.

I have spoken with SONY support 3 times and they finally just told me it was Squares issue and I would have to take it up with them, so I did. All I got from them is it's SONY's issue so contact them.

Neither of them are willing to take any ownership for this and are basically telling if I want to play on my console just go spend more of my money otherwise piss off.

This is horrible customer service on both of your parts and is making me question whether I should continue giving either of you my money in the future.

Thanks for nothing,

Final Fantasy Fan Since the original Nintendo :mad::(:mad:

Having experienced the square cs treatment myself, this in no way surprises me. You won't get much sympathy around here though, the fanboys will just blame you for your problems.

If licencing was the issue I thought this would be a Sony issue but yeah. Getting the run around is a pain in the butt.

Would you be able to get your money back from Sony like a return and repurchase the game on the correct account? Actually changing which account is attached to the license may be a much more difficult process.

yeah just ask either one of them a refund instead of transfers...

If they both say go to the other guy, only one of them is lying. :P So, you just have to figure out which group can actually help you.

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Originally Posted by Ametrine

Would you be able to get your money back from Sony like a return and repurchase the game on the correct account? Actually changing which account is attached to the license may be a much more difficult process.

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This seems to be the easiest way imo, PSN may have a 10 minute+ wait queue for live help, but they get things done pretty well in my experience so long as you are courteous and clear. Maybe do some gathering or crafting while you wait? I don't recommend any queues/leves though.

Also, if you buy the new game digital on the right account, it should create a new license so don't worry about license swaps. Idk about hardcopies though.

Can't you just liberate your son's account and make it a normal account?

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Originally Posted by Evangela

Can't you just liberate your son's account and make it a normal account?

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If her kid is young enough to need parental controls, that seems out of the question.

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Originally Posted by Ametrine

If her kid is young enough to need parental controls, that seems out of the question.

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Then set up a new account for her son after changing the old one to adult? I don't have PS4 but it seems to be a sensible way for a system to work.

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Originally Posted by Lulu89

Then he won't care if it a new account, after he/she is to young to know or care.

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Um, not so. If her child has games tied to their account, which is now unrestricted and could feasibly play, download, and watch anything of any rating, she'll have another account with games that can't be played, only it's now her kid's games now being stuck on an account for an adult.

And, really, there are a ton of parental control limits that can be placed between "you are a baby" and "you can use pornhub if you want". :/ Her child could just have MA or T games restricted, or not have access to certain version of Netflix/Hulu and still have a really large library.

I mean, if liberating her child's account resolved the problem, why would she have gone through all this trouble to move to game to her own? She would've done that.

This seems like a tricky situation to fix... On Square's end, you purchased the license, which was then linked to the psn account.. On Sony's end, you simply purchased it from the store while logged in to your childs psn account.. which did the linking...

It seems like if anything though, this would have to be resolved by Square. Sony cannot do anything to the licensing or the actual account that is owned by and property of square.. But Square should be able to change which PSN account is linked to the square account.. You're just not reaching the right person. I would call Square again, and if they tell you to call Sony, tell them that you have, and that they said they cant help you. Ask to speak to a higher up if you need to. There's a way to resolve this, you've just gotta get the right person on the line.

Good luck.

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Originally Posted by Cinno

It seems like if anything though, this would have to be resolved by Square. Sony cannot do anything to the licensing or the actual account that is owned by and property of square.. But Square should be able to change which PSN account is linked to the square account..

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I don't think Square has control over which account the game is linked to, that's Sony's end and the implementation on the PS4. This would be true of many digital games. All Square knows is you have it on PS4.

Ultimately I'd say this falls onto Sony's system working, but not in your favor. Best bet would try to get a refund or see if they revoke the license on your end to clear it up. I doubt they will give a refund, but they may be able to reset something on their end.

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Originally Posted by Irritatedmonkie

Neither of them are willing to take any ownership for this

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They shouldn't have to. Why don't you take ownership since it was you who made the error. Don't blame them when it was your fault.

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Originally Posted by Shippuu

They shouldn't have to. Why don't you take ownership since it was you who made the error. Don't blame them when it was your fault.

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I know, let's charge her a £50 trillion fine because she made an error, payable to Sony and Square equally, and if she doesn't pay up, we'll take her to court to make her pay up... >_> we're human, we make mistakes. She knows she made the mistake, but they're bouncing her from pillar to post to the other company, they're trying to put the blame on the other company, not her. If one of them said "Sorry, your fault" then I'd understand your post more, but Sony is bouncing her to Square, and Square is bouncing her to Sony. Hence why she is rightly annoyed.

Except the situation is beyond either Sony's or SE's control. SE can't change anything about the Sony accounts, and Sony can't do anything about SE's registration of game codes. And neither company knows all the rules and ins and outs of policy as the other. You act like they're doing it intentionally to give her the run around when that's clearly not the case.

Not all mistakes can be fixed, but it's preposterous to come in here complaining that they aren't taking responsibility for her user error.

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Originally Posted by Shippuu

snip

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However by the sounds of the OP, the code isn't registered to the account yet, on Square's end. I will admit that I don't know the ins and outs of the PlayStation system (I'd probably have a better idea if FFXIV had an Xbox One release, since I'd have bought the game for that platform most likely... *hint hint nudge nudge SE*), so there may be something I am missing, though to me it does feel like they're doing it intentionally. Someone suggested telling SE she contacted Sony and they told her to contact SE, they might have more luck, so that could be a plausible option. I agree not all mistakes can be fixed, but I can understand why she feels annoyed by the bouncing from pillar to post. Though as stated before, why not simply tell her "Sorry, your mistake cannot be fixed" by Sony or Square, and do that instead of bouncing her? I dunno, it just feels like all "Forward and back and then forward and back and then go forward and back" to me...

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Originally Posted by Shippuu

Except the situation is beyond either Sony's or SE's control. SE can't change anything about the Sony accounts, and Sony can't do anything about SE's registration of game codes. And neither company knows all the rules and ins and outs of policy as the other. You act like they're doing it intentionally to give her the run around when that's clearly not the case.

Not all mistakes can be fixed, but it's preposterous to come in here complaining that they aren't taking responsibility for her user error.

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This is idiocy!

Yes some mistakes can't be fixed but this is far from one of them. The solution may not be simple but it can be fixed. At the very base of the situation, if the purchased registration can't be transferred, it can be canceled and a new registration can be issued.

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Originally Posted by Leogun

This is idiocy!

Yes some mistakes can't be fixed but this is far from one of them. The solution may not be simple but it can be fixed. At the very base of the situation, if the purchased registration can't be transferred, it can be canceled and a new registration can be issued.

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Yeah, if she hasn't used the codes yet, why not just ask for a refund and then you can rebuy it on the master account?

It does make more sense than trying to transfer it.

Yes, it is SE & Sony's fault that you wont simply change the account settings. Or that you messed up and set it up on the wrong account because you weren't careful to begin with. Yes, the answer is always to project blame to others.

Or just eat the $40 loss and chalk it up to needing to be more careful and attentive to your own actions since it is only your own actions that caused this issue to begin with. Then buy a new copy.

Or you know you could come rage and cry about how nobody will fix the problem you created yourself.

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Originally Posted by Apoptic

Having experienced the square cs treatment myself, this in no way surprises me. You won't get much sympathy around here though, the fanboys will just blame you for your problems.

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Imagine people thinking people should be responsible for issues caused by their own actions. How awful!

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Originally Posted by Khubla_Kha

Yes, it is SE & Sony's fault that you wont simply change the account settings. Or that you messed up and set it up on the wrong account because you weren't careful to begin with. Yes, the answer is always to project blame to others.

Or just eat the $40 loss and chalk it up to needing to be more careful and attentive to your own actions since it is only your own actions that caused this issue to begin with. Then buy a new copy.

Or you know you could come rage and cry about how nobody will fix the problem you created yourself.

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^^^^
This guy gets it 100%

I was reading the responses and I was like 'I can't be the only one thinking this is completely the OPs fault'

Why should either company bend over backwards for 1 person because they made a mistake.

Just accept it.

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Originally Posted by AlexanderThorolund

^^^^
Why should either company bend over backwards for 1 person because they made a mistake.

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I mean we all know that it was the OP's fault, but accidents happen.
A customer service worker provided assistance to a customer is far from 'bending over backwards'.

Mistakes happen.. If it's something that can be fixed, I see no harm in asking for help to fix it.

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Originally Posted by Cinno

I mean we all know that it was the OP's fault, but accidents happen.
A customer service worker provided assistance to a customer is far from 'bending over backwards'.

Mistakes happen.. If it's something that can be fixed, I see no harm in asking for help to fix it.

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The fix is to change the account settings. This isn't something either SE or Sony would do, but the OP.

This simple solution is apparently not acceptable to the OP. Seems they know the easy answer but refuse it. Seems more like a "Nobody is going to help you if you're not willing to help yourself" type thing to me.

And I don't buy for a moment that the OP is a reasonable person in this scenario as they are unwilling to accept the reasonable solution.

Some of you have no idea how anything works and expect that every company has the "fix all" button and that they only help people if they feel like it. Companies have rules and policies they follow and customers constantly ask for things that break those rules. Guess what if you ask for something that's possible or a situation they can fix, they'll do it. Ask for something that is not possible or doesn't fall under their guidelines, shocker of shocks, they will deny it! So guess what if they say they can't do it, they can't do it and if you screw up be an adult and deal with it.

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Originally Posted by AlexanderThorolund

^^^^
This guy gets it 100%

I was reading the responses and I was like 'I can't be the only one thinking this is completely the OPs fault'

Why should either company bend over backwards for 1 person because they made a mistake.

Just accept it.

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Because if customer service worked that way, businesses would lose customers.


And there's a difference between bending over backwards and helping someone with an honest mistake. Many people that actually have experience with customer service (from the sound of it, many in this thread don't), people that actually do their job properly actually want to help people with their issues but if not communicated properly, it might cause confusion in finding the best solution. What I'm saying is perhaps you (the op) didn't explain the issue well enough. Rather than take the low ground and say the people you spoke with just don't want to deal with you or that you just f'ed up and should pay for it, try and be patient and keep speaking with them on the issue.

I have heard of people getting their license unlinked successfully but they had to jump though hoops to do it.

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Originally Posted by Paladinleeds

Limits

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It works pretty much like XB1: Square sees nothing except you registered a PS4 copy. The issue OP ran into is how the DRM works (like the XB1). The game is registered and signed to this sub-account, so she has to be on that account to play... but it has a parental lock. Her best choice is to have Sony somehow reset the link.

When I played on PS4 I don't recall registering any codes, same on PC vis Steam.

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Originally Posted by Frowny

It works pretty much like XB1: Square sees nothing except you registered a PS4 copy. The issue OP ran into is how the DRM works (like the XB1). The game is registered and signed to this sub-account, so she has to be on that account to play... but it has a parental lock. Her best choice is to have Sony somehow reset the link.

When I played on PS4 I don't recall registering any codes, same on PC vis Steam.

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Thanks, that makes much more sense now. Having never played a game on console that connects outside of Xbox Live servers, I wasn't aware of how it all worked. I made a guess, and an incorrect guess at that, but your explanation has gone a long way to helping me see why there's a red ring of death in this.

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Originally Posted by Khubla_Kha

Imagine people thinking people should be responsible for issues caused by their own actions. How awful!

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Imagine someone spending 50 bucks on something that should work but does not because of an innocent mistake, but being told by the two other parties involved that the other one is the one who can solve your problem. Since you don't seem to find anything wrong with just throwing away 50 bucks for nothing, I'm guessing you spend a lot of other peoples money. Mom and Dad's?

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Originally Posted by Paladinleeds

Thanks, that makes much more sense now. Having never played a game on console that connects outside of Xbox Live servers, I wasn't aware of how it all worked. I made a guess, and an incorrect guess at that, but your explanation has gone a long way to helping me see why there's a red ring of death in this.

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I know the PS4 may have some differences but if you're familiar with how the 360 did this, the XB1/PS4 do it pretty much the same way.

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Originally Posted by Frowny

I know the PS4 may have some differences but if you're familiar with how the 360 did this, the XB1/PS4 do it pretty much the same way.

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Must admit, I have no idea how the 360 did it either... FFXIV was my first ever Final Fantasy game...

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Originally Posted by Paladinleeds

Must admit, I have no idea how the 360 did it either... FFXIV was my first ever Final Fantasy game...

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It applies to all games. The console signs the download to the account used. It is almost like Steam: the game is tied to that particular account. SE/DICE/EA etc. have no knowledge, it is handled locally and on the distributors servers (ie. XBL).

This reminded me of a mistake i did in another game.

I dont know why i have 2 accounts tied to NcSoft (one i forgot about until recently and the new one i was using at the time this happened). The thing is i made a monthly sub, then i found out that i had bought it for the old one instead of the one i was currently using. Texted the customer service and... Resolved in a couple of minutes.

Everyone makes mistake now and then, accepting then and move on its parte of life and yada yada. If it just was an account error seems to me that if OP can prove the ownership of both, moving the game one to another from should do the trick.

That being said, its still a tricky situation depending on how the company handles the Codes.

Before your your PSN and SE accounts are linked during the installation & registration phase, a warning screen does tell you that once you link the accounts the process cannot be undone. It does remind you that if multiple people use the system, you need to make sure that you are using the personal account that you intend to use whIle playing the game.

http://na.finalfantasyxiv.com/pr/sta...3/has_account/

Hopefully you can get this sorted out and it works in your favor in the end, however I don't think it's fair to blame SE or Sony given that it was user error to begin with. Best of luck to you.

As others have stated, you could just change the restrictions on the account you need and create another one for your son to use.

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Originally Posted by Darkstride

Before your your PSN and SE accounts are linked during the installation & registration phase, a warning screen does tell you that once you link the accounts the process cannot be undone. It does remind you that if multiple people use the system, you need to make sure that you are using the personal account that you intend to use whIle playing the game.

http://na.finalfantasyxiv.com/pr/sta...3/has_account/

Hopefully you can get this sorted out and it works in your favor in the end, however I don't think it's fair to blame SE or Sony given that it was user error to begin with. Best of luck to you.

As others have stated, you could just change the restrictions on the account you need and create another one for your son to use.

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Too many people just click accept or the ok button without actually reading what the message says and then blame others for it.

Then, again. Seems it's a parent's decision, not Sony's or Squeenix's

The corect person to talk to in regards to a refund would be Sony if the game was perch used on psn so I would go there and demand to speek to the CS mangers and don't stop trying till you get one it's not just Sony or SE customer service that's bad most of them are jokes should try Microsoft some time I hear that's a hoot lol any that's where I would start good luck

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Originally Posted by RubyCirha

The corect person to talk to in regards to a refund would be Sony if the game was perch used on psn so I would go there and demand to speek to the CS mangers and don't stop trying till you get one it's not just Sony or SE customer service that's bad most of them are jokes should try Microsoft some time I hear that's a hoot lol any that's where I would start good luck

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It mostly depends on who you get and what research you've done. I've learned, if you give CS all the info you can and keep calm they will do their hardest for you.