Worst customer service and it really turns away customers.

/deleted. It just makes me sick. Just let it go. :(

Well technically he is right. It is your fault because you chose the wrong character to be activated. Though he should have had no problem switching that over for you especially considering today was the first day of subscription.

Good ol SE customer service. What ever happened to the customer is always right? I guess in their case the customer is always wrong. Good business practice tbh. /sarcasm

No problem, i'm suprised though because i've had good encounters with them in the past. Budget must be realllly tight. Haha.

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Originally Posted by Babydoll

Good ol SE customer service. What ever happened to the customer is always right? I guess in their case the customer is always wrong. Good business practice tbh. /sarcasm

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The customer has never been always right. It doesn't actually mean what it says. But many customers take it as literal law.

Sounds like both you and the customer service rep both had little experience in the "asking to speak to a manager" thing.

A response of "they'll just tell you the same thing" comes about when either:
- the rep want to get the call over with since he thinks it's resolved; and/or
- the manager has told the rep "you can deal with that one, boy".

Happens all the time.

The trick is to still insist to speak to a manager on the basis that you are concerned about his (current rep's) ability to interpret your circumstances and require direct clarification on this matter.

99% of the time the manager, in his greater experience, will grasp on to your problem much quicker, discover an oversight and/or be able to implement an abstract solution outside the average rep's training that is easier than trying to fob you off. So it's always worthwhile asking for a supervisor/manager when in "awkward" circumstances.

If you get brick-walled by the manager, then you know for sure you have a problem.

This applies to call-centres world-wide.

These SE supporting service quite bad , I've got one friend who lost his password and can't logged in for 3 months until he can get back

I think you have a very reasonable request, Divine. You are not asking for much at all and if you did make a mistake, it was an honest mistake. I think if you should keep calling until eventually you will get a fair minded representative who will do the right thing and help you. I hope everything works out in your favor, but you can't stop trying because you are right k :)

This game has suffered enough. I do not think they need more detractors because of poor customer service T T

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Originally Posted by DivineGlory

I never said it's not my fault, even though I have to say the way how they structure the fees are not very intuitive. You pay for the service, and then you pay for the slot. I think the interface on their management system is very confusing. The strange thing is I do remember I picked the right one (I might be wrong). Even if I just click "next step" all the way, shouldn't the system picked up my first character slot by default?? How it picks up my second or third slot I have no idea.

Even if it's my fault, the service is just horrible. The first rep just ignored me and disconnect me. The second person refused to serve me at beginning, and I have to spend 5 mins to convince him just to agree to hear my problem. And as you pointed out, this is their first day of subscription, and it just turned away another customer basically.

Sorry for the rant, but I just need somewhere I can complain. Apparently SE's customer service is not a place to complain. :(

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When you create characters with Names like iluvlala, iluvloli,iluvluli, x8 things tend to get a little confusing, I agree...

Lesson to be learned: "Customers are never right"

This issue (Ineffective customer service) is really fearful and should not be taken lightly.

Just imagine, you "waste" your life on a game account for 5 years, and then some issues appear and cause you unable to log in the game. With ineffective customer service, it adds on to the problem. Worst come to worst, you will have to bid farewell to your account and regret that you waste 5 years of your life. How do you feel? :(

It indirectly leads players to fear. How are players going to enjoy their game with insecure feeling? (Doubt JP players will ever have such issue since it's their game)

SE has a customer service? Sure its not just some dumb placebo.

Anywho, this will never changed though, it never changed in XI, throughout SE's history they have had shit customer service, its notorious lol.

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Originally Posted by Eyn

This issue (Ineffective customer service) is really fearful and should not be taken lightly.

Just imagine, you "waste" your life on a game account for 5 years, and then some issues appear and cause you unable to log in the game. With ineffective customer service, it adds on to the problem. Worst come to worst, you will have to bid farewell to your account and regret that you waste 5 years of your life. How do you feel? :(

It indirectly leads players to fear. How are players going to enjoy their game with insecure feeling? (Doubt JP players will ever have such issue since it's their game)

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Thats a valid point, I think a lot of people are way too carefree with stuff like this, it would be a completely different story if it was happening to them though.

in japan and most of the world outside usa, "company is always right" is the rule