Poor Support for payment switching

Okay, I was told that SE's customer support sucked, but I didn't realize it was quite this bad:

Agent Paul Y: Hello and thank you for contacting SQUARE ENIX Customer Support. Just a few moments while I review your question, please.
Agent Paul Y: In order for us to more accurately address your issue, we will require additional information. Please give a brief explanation of the issue you are having and please include any error codes or messages you are receiving.
You: I'm trying to switch from crysta to credit card for my payment method
You: However, I have some crysta left on my account
You: I'd like to either get that refunded or use it to partially pay for my next installment
Agent Paul Y: There is no refund and there is no partial payment that can be made on the account
You: Okay, what can I do, then?
Agent Paul Y: You can to continue to use crysta
You: I want to switch to using a credit card
You: I don't want to use crysta
Agent Paul Y: That is your choice.
You: Okay, but you essentially have money on my account in the form of crysta
You: I'd like to get that back or be able to use it without being forced to continue to use crysta to pay for my account
Agent Paul Y: As stated there is no refunds on crysta purchased.
Agent Paul Y: And there is no partial payments that can be made
You: Okay, then what can I do what can I do to use the crysta on my account?
You: Is there anything else I can spend it on other than to pay for my account?
Agent Paul Y: That is up to you. You can either purchase more crysta and use it for another month or you can let it sit it's up to you.
You: If I let it sit, you guys just keep my money without giving me anything for it?
You: That's... kind of shady
Agent Paul Y: I'm sorry you feel that way.
You: Do you have any options for me?
Agent Paul Y: I have already provided the options you have avaliable.
Agent Paul Y: Thank you for visiting the SQUARE ENIX Support Center! Take care and hope to see you online!
Agent Paul Y has disconnected.

I kind of get it about the crysta thing. I mean, you do essentially purchase the crysta and they just don't offer returns. Fair enough. I think that they should have some way to allow you to use it or something, especially since the credit card option wasn't there when we were originally picking payment methods (and I've heard awful things about Click & Buy, so crysta seemed like the lesser of the evils).

I didn't get a chance to register my complaint, though, because the chat agent disconnected me before I could type anything else at all. The speed at which this guy moved to GTFO was amazing. Great support!

They told you Crysta was non-refundable at the time of purchase. Eat the hit and just buy another month with it, then switch.

Quote:

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Originally Posted by Brynne

Okay, I was told that SE's customer support sucked, but I didn't realize it was quite this bad:

Agent Paul Y: Hello and thank you for contacting SQUARE ENIX Customer Support. Just a few moments while I review your question, please.
Agent Paul Y: In order for us to more accurately address your issue, we will require additional information. Please give a brief explanation of the issue you are having and please include any error codes or messages you are receiving.
You: I'm trying to switch from crysta to credit card for my payment method
You: However, I have some crysta left on my account
You: I'd like to either get that refunded or use it to partially pay for my next installment
Agent Paul Y: There is no refund and there is no partial payment that can be made on the account
You: Okay, what can I do, then?
Agent Paul Y: You can to continue to use crysta
You: I want to switch to using a credit card
You: I don't want to use crysta
Agent Paul Y: That is your choice.
You: Okay, but you essentially have money on my account in the form of crysta
You: I'd like to get that back or be able to use it without being forced to continue to use crysta to pay for my account
Agent Paul Y: As stated there is no refunds on crysta purchased.
Agent Paul Y: And there is no partial payments that can be made
You: Okay, then what can I do what can I do to use the crysta on my account?
You: Is there anything else I can spend it on other than to pay for my account?
Agent Paul Y: That is up to you. You can either purchase more crysta and use it for another month or you can let it sit it's up to you.
You: If I let it sit, you guys just keep my money without giving me anything for it?
You: That's... kind of shady
Agent Paul Y: I'm sorry you feel that way.
You: Do you have any options for me?
Agent Paul Y: I have already provided the options you have avaliable.
Agent Paul Y: Thank you for visiting the SQUARE ENIX Support Center! Take care and hope to see you online!
Agent Paul Y has disconnected.

I kind of get it about the crysta thing. I mean, you do essentially purchase the crysta and they just don't offer returns. Fair enough. I think that they should have some way to allow you to use it or something, especially since the credit card option wasn't there when we were originally picking payment methods (and I've heard awful things about Click & Buy, so crysta seemed like the lesser of the evils).

I didn't get a chance to register my complaint, though, because the chat agent disconnected me before I could type anything else at all. The speed at which this guy moved to GTFO was amazing. Great support!

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I never knew SE had "live chat support". Or was this a phone call?

Either way this seems more of a case where a customer didn't like the company policy for xyz and the employee knew it was a lost cause.

I'm not being negative towards you, but if you were in that persons shoes you would have to follow company procedures too.

Just because we perceive a situation as illogical doesn't discount the evidence of our own emotional involvement/dissonance to the situation. You may have been offended by the company policy and thus are seeking retribution against an inanimate system devised to structure the "at the time" idealized methodology for monetary dispersion policy.

Also I believe you posted this in the wrong topic. Things like this are usually moved from General Duscussion.

Well I hope you find a way to "more efficiently" manage your crysta without having to be treated badly as a customer! :3 Good Luck~!

*huggles* :3

Refunding is alot more complicated when it comes to this kind transaction compare to refunding at wal-mart, you have been given a choice to suck it up and just get some crysta for another month, how is it hard to understand?

Since you can enter the exact amount of crysta you would like to buy, starting at 500 of them, just buy enough to equal 1-2 months of paying. Then the crysta will be gone. You can even buy it with your creditcard ^.~

I myself use ultimate pay and am quite peeved since walmart didn't have the game cards today >.> boo.

SE always had live chat support. However, it might take hours for you to get in contact with one.

Anyhow, this goes to show how unflexible the crysta system is. No refunds is understandable, but no partial payments is a bit weird. Considering that they've first originally allowed increments by round numbers while payment is obviously not round numbers.

Now any customer who has used the round numbers previously has to fill out the specific payment to make sure it's added up to the total amount for their next billing cycle. It's a hassle and unnecessary step that could have been easily avoided all along if they just allowed us in some form to charge to credit/debit card in the first place. Or adjust the crysta values into the values we had to pay for subscription, since crysta doesn't seem to be used anywhere else.

Is crysta even used for any of the square enix stores? Purchasing online manga, or any of their products on the square enix online store?

I actually didn't notice that you could enter an exact amount to purchase crysta - when I purchased it, way back before the free trial was extended, you could only buy the "round" amounts. I've now bought the exact amount to cover my next payment, so I'm all set.

Suppose I could've figured this out myself if I'd just looked... Now I feel dumb. Oops.

Thanks for the advice, all!

If this is in the wrong section, I apologize... This was my first post on the forums, and I wasn't sure where else to put it.

Quote:

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Originally Posted by Brynne

You can either purchase more crysta and use it for another month or you can let it sit it's up to you.

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They're not saying they want to keep your money, they are just saying they can't change the rules just cause you didn't buy the exact amount needed. Just get enough for another month, use all your crysta, and switch. it's no where near as complicated enough to make such a fuss for.

Edit: Totally just saw what you posted. Yay you got it! ^^;

What a rude rep. They act like they are some elite seller and that it is your privilege to be buying from them..what a joke.

Quote:

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Originally Posted by Babydoll

What a rude rep. They act like they are some elite seller and that it is your privilege to be buying from them..what a joke.

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the rep was not rude at all, he was giving the options available, and that's what he is told to do.

I work two different jobs, both deal with some impossible people sometimes, do you know how bad I want to tell them to kiss it sometimes?

People quickly forget that when they are talking to a rep like this, that person is simply doing their job, following their rules and guidelines.

and laughing at how dumb some people are

Hello!

Thank you for your comments and feedback. I'm very sorry to hear that you were not satisfied with your experience speaking to customer support. You are also welcome to submit any feedback or suggestions to us on our support website support.na.square-enix.com under FFXIV > Contact > Comments and Suggestions.

With that said, we're going to close the topic. Thank you for your patience and understanding.

-SQUARE ENIX MODERATOR