Rude Service from Square Chat Support Regarding PS4 Issue No Valid Services License

TLDR - The process of buying FFXIV on the PS4 needs to be improved. Square support was rude and dismissive in this case.

I don't need to rehash the PS4 license problem as it's well documented.

First off, I can only speak for myself, but I honestly can't believe some of the rude people that do Square's chat support. It's not a wonder that they do not send a follow up survey because they likely would get terrible ratings. The very first time I dealt with them it was OK, but after that it's been downhill. I have dealt with Sony's chat support several times and whether they solve my problem immediately or not, they are always polite, and in their follow up survey they score highly most of the time.

More to follow...

Here's the last line I got from the last Square support rep i spoke to:

Agent E：You need to contact SONY
Agent E：and request a refund
Agent E：And then purchase the bundle on the correct PSN ID, now I do have to let you go since this issue falls under SONY. Thank you again for contacting Square Enix Support and you have an AWESOME DAY!

...

I kind of find the impatience unnerving, and the capital words a little condescending, I mean, I've only spent HUNDREDS of dollars on this game over the years. And they guys talks like getting a refund from Sony is the easiest thing on the planet.


So that out of the way. I CANNOT BELIEVE that there isn't a better way to CHECK things such as account links between PSN and Square and service licenses and such, and buying games on the right account BEFORE you actually spend money and need to go through so much heart ache. I place the blame here on both Square and Sony for not figuring this out. I understand it's a business, and from Sony's perspective it's Square's game, but when something goes wrong and Square is sending people to Sony, or Sony sending people to Square well, it's just annoying for everyone.

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Thankfully, once again Sony support pulled through and helped me out where Square didn't. Both in terms of empathy and in terms of the appropriate knowledge to solve the problem. I had to hound Square's support to do what I knew they had in their power to do, and then returning to Sony the last person helped me out immensely.

I still can't play on the PS4, but hopefully I'm a step closer and things shake out over the next few days.

Thanks for reading my opinion on things. Sorry for all the posts.
Cheers.

You can edit your original post to bypass the character limit :)

Also, this is nothing new with SE support...while the GM's seem to be really friendly and helpful, its been notorious for being like this since FFXI days.

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Originally Posted by Iromi

You can edit your original post to bypass the character limit :)

Also, this is nothing new with SE support...while the GM's seem to be really friendly and helpful, its been notorious for being like this since FFXI days.

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I didn't know that! Thank you!!! :D

If person has multiple accounts it their responsibility to make sure they buying it on the right account not SE or Sony's. I also don't see how the rep was rude they just told you to go back to the place you bought it from Sony (PSN).

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Originally Posted by Lexia

If person has multiple accounts it their responsibility to make sure they buying it on the right account not SE or Sony's. I also don't see how the rep was rude they just told you to go back to the place you bought it from Sony (PSN).

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Those are the points I'm making. It doesn't say that this game is unlike EVERY other PSN game that will work on several accounts. Further, that particular function is from the game, not Sony. I'm not defending either when it comes to that.

Lastly, there ways to type things to appear more polite than not.

from what I read , i don't see anything rude from SE support , and they gave you the right solution to your problem which was contacting SONY

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Originally Posted by itti18

from what I read , i don't see anything rude from SE support , and they gave you the right solution to your problem which was contacting SONY

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I don't see it as you do. And yes they sent me to Sony to get a refund, which I may or may not get. But once again, ALL of this could have been avoided with systems in place to inform and verify this sort of thing.

As an mmo, it requires the license to play. Its not like single player games. Either way, SE couldn't have done anything, as its tied to the playstation account.

I'm you, you're self was no rude as you spoke right.

expect this was a sony issue not an SE issue. SE stated multiple times to contact sony, not SE. put yourself in their shoes, you get idiots calling about problem they can'r help with and like to make a stink being rude to them.

I was expecting like

"if that is all you needed then"
"no it's not"
"*click*"

lol.

Not as bad as I expected. SE has some silly systems in place but in this case, seems like it's the playstation store . with very little SE could do.

Unless there is some example of other games letting you switch licences (but still maintain license, not games that let you account share that's different) it might just literally be SE's hands tied. Console rules are pretty strict, little tyrants of their device lol. Sometimes rightfully so.. but it can come to annoying consequence (perhaps there is an option but SE has to pay for it :3).

Never called Sony CS so I have no idea what that's like but I wish you luck with them~

Maybe condescending depending on the context, but rude was me chatting to a "Vinard Singh" or whatever on EA complete with broken English last night.

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Originally Posted by Shougun

I was expecting like

"if that is all you needed then"
"no it's not"
"*click*"

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it sort of was like that. he did end chat, but yes, I suppose there was not more to be done. Just not that nice.

I am getting that it's a Sony thing, but it would have been averted with a better system to check all requirements are in place before spending the money.

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Originally Posted by Arkyne

it sort of was like that. he did end chat, but yes, I suppose there was not more to be done. Just not that nice.

I am getting that it's a Sony thing, but it would have been averted with a better system to check all requirements are in place before spending the money.

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What requirements tho? It asks you to confirm. Unless you have it set to require a password when you checkout, thats probably the only way to know which account you are on if you have more than one.

So basically you're complaining because you feel that SE's customer service script is condescending? Because that's what this is; 'Have an AWESOME DAY' is, I guarantee you, either what they are required to end every single contact with (most likely), or one of several possible contact enders that they are required to use.

That's how customer service works in most professional companies; you're given a 'script' to follow and you must follow it or face discipline, even in cases where it ends up being wildly inappropriate in context; for instance, when I used to work for a major time-share chain, we were supposed to end every call with 'my pleasure'. This was absolutely hilarious when you would end a call with a customer positively livid at you and the company (Which was quite common during busy season).

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Originally Posted by Arkyne

it sort of was like that. he did end chat, but yes, I suppose there was not more to be done. Just not that nice.

I am getting that it's a Sony thing, but it would have been averted with a better system to check all requirements are in place before spending the money.

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Depending on where it was sold yeah absolutely, I don't mess with the Sony stuff much (don't have a PS4), so I'm curious if that's even a thing Sony offers merchants (like even if SE wanted to, could they?).

Having to have an instruction manual before even making a purchase is pretty silly, that's after you have the product and need to make it work - not how to figure how to return it lol. But again, not sure SE could do more on the store? Seems more like a Sony issue, where Sony could improve their service for merchants and consumers.

I'm glad SE is trying to make a bunch of graphs and charts for purchasing SB as for a while iirc ARR (maybe HW) was a little bit like "what?" on the forums. Well if you have a ps3, a 4, the moon is 90 degrees to the sun and lined up with Pluto while you have steam and live in the EU, then you buy this set (not that bad, but it felt a bit weird :P).

Just for record sake you should update what Sony said so people can search via google later and maybe see what you had to do, I imagine you're not the first with this issue. If SE can help stop problems easily then it'd be nice if they can, I wasn't trying to say having to call CS right after making a purchase is fun lol, just that maybe SE has no option to help either except maybe add it to a silly product detail no one will read "FINAL FANTASY, AN ADVENTURE GAME--- WAIT DONT BUY THIS ON THE WRONG ACCOUNT" :D.

As for the SE CS, I imagine the cap AWESOME wasn't mean to be bad, but I imagine having to make the call already put you in a less than excited mood - painted everything the wrong color on SE's end. Bet it was meant well.

The only thing I found off-putting about their response is the random linebreaks, but I guess that can happen when they aren't copy pasting answers.

It sounds like they understood the issue you were experiencing and explained who could help you, since they didn't have the means to. The only way they could have been more helpful is if they provided a link to SONY's support page, but I've seen people call even that helpful gesture "condescending" in a sort of "Here let me Google that for you" kinda way.

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Originally Posted by Arkyne

Here's the last line I got from the last Square support rep i spoke to:

Agent E：You need to contact SONY
Agent E：and request a refund
Agent E：And then purchase the bundle on the correct PSN ID, now I do have to let you go since this issue falls under SONY. Thank you again for contacting Square Enix Support and you have an AWESOME DAY!

...

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I had this exact same problem, I contacted Sony about it ( didn't even occur to me to all to Square ) and they were anything but helpful. I had to get my bank involved.

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Originally Posted by Shougun

snipe

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It isn't hard to know which account your on. ps4 UI/hud plasters your account name on every screen. The op goofed something hard to goof, and is taking it out on customer service. i just pre-order storm blood CE for me g/f with her b-day money and it was easy. pretty much

direction up (you see your account name) click store, search item, select item, asks for funds, input finds, verify funds and account, click ok. at any point of seeing the account name being wrong, you can click cancel.

also psn id and SE id are linked. each psn needs it's own SE id, and game key. It isn't hard to realize wrong accounts.

There doesn't need to be a big manual to buy the game. Something as simple as a notification before purchasing the game such as: "Please ensure you are purchasing this game with the PSN ID that is linked to your Square Enix account. It will only work on that account". This one line may avoid a lot of trouble afterwards. Yes, some people may blow right past it, but it may actually help.

Anyway, I wrote this when I was pretty upset and frustrated, so yes, I can understand that Square cs must put up with a lot of terrible stuff. I appreciate the feedback.

Quote:

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Originally Posted by Arkyne

There doesn't need to be a big manual to buy the game. Something as simple as a notification before purchasing the game such as: "Please ensure you are purchasing this game with the PSN ID that is linked to your Square Enix account. It will only work on that account". This one line may avoid a lot of trouble afterwards. Yes, some people may blow right past it, but it may actually help.

Anyway, I wrote this when I was pretty upset and frustrated, so yes, I can understand that Square cs must put up with a lot of terrible stuff. I appreciate the feedback.

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Turn on require password to purchase, if you enter wrong password you will know you on wrong account.