The Square Enix EU Customer Service need immediate reorganization. My frustration comes from a case of 6 weeks of the unresolved issue of refund of my purchase.The customer service takes 2-3 weeks to even answer for my request. After I provided all the information they needed it took another 2.5 weeks them to ask me to do another things and still no answer since I've sent a proof about I destroyed the item what they asked me to destroy. My request still unresolved.
I do understand that everybody work from home but - just jump to an assumption and I think I'm right - at home they required to do a same amount of job like in the office. The FFXIV should look after what their employee doing because they can ended up in a same hole where Blizzard ended with the inadequate customer service.
I'm right to demand because I pay for the game, I purchase items, and I think I'm deserve better customer service.
Since UK leave the EU the customer care come from EU seems punish the British players and I think it's needs to stop. I don't care about politics, fight, etc. I have subscription, this is an agreement between the customer and SE and they should provide efficient support.
I would encourage other players to share their experience under my post to show the Square Enix what they need to improve. Improve very very quickly. Do no sink to the same mud where other game company sinked.
UPDATE: Finally I received a letter from a customer service department. They sent me an apology letter and they already promised me the complaint with the best hand. 4 days later, the refund was issued and sent back to my bank account.
I learned a lesson. I hope they too.
OPEN LETTER TO THE SE: EU CUSTOMER SERVICE WARNING
Printable View
-
08-30-2021, 02:31 AMFujikoNOPEN LETTER TO THE SE: EU CUSTOMER SERVICE WARNING
-
08-30-2021, 02:40 AMRanakuYou aren't providing any information other than that something took 2 weeks. No information what it was. Maybe it took time to solve the problem.Quote:
Originally Posted by FujikoN
We can't tell but what we can tell is that the title is all in capslock. xD Great sign. -
08-30-2021, 02:45 AMFujikoNRead my post again: Refund on the purchase still unresolved since 6 weeks.Quote:
Originally Posted by Ranaku
I hope, second read will help to understand. Try again. -
08-30-2021, 02:50 AMRanakuWell i do hope it gets resolved soon. I had a "similar" experience in WoW back then in cataclysm. Where i was stuck in a cutscene zone for like 3 weeks until they fixed a bug...Quote:
Originally Posted by FujikoN
-
08-30-2021, 02:53 AMValkyrie_Lenneth
Which purchase? Off the SE store or the Mogstation?
Cuz if store, SE doesn't run it, plus the game devs have nothing to do with it, AT ALL.
If Mogstation, well, those aren't refundable. -
08-30-2021, 02:57 AMAsari5
refund? like making the trade you did undone? is there something like that? normally people have to decide it prior to the trade if they wanna do it
-
08-30-2021, 02:59 AMSnowVixFun fact, making a mistake with your purchase does not give you a right to a refund under EU law. It just means you made a mistake, and if you want it resolved, threats of law will actually backfire, because a CSR will do minimal for someone who is unreasonable.Quote:
Originally Posted by FujikoN
-
08-30-2021, 02:59 AMRanaku
As far as i know SE doesn't refund stuff bought over the mogstation nor do they refund traded things between players.
And i doubt that a GM would ever tell a player to destroy items so they can be refunded. -
08-30-2021, 03:05 AMFujikoNMogstation, and they willing to refund because the item can't be used. The problem is the unreasonably long time.Quote:
Originally Posted by Valkyrie_Lenneth
-
08-30-2021, 03:06 AMFujikoNMogstation, and they willing to refund because the item can't be used.Quote:
Originally Posted by SnowVix
-
08-30-2021, 03:08 AMRanakuDid they said how they refund it? Maybe it's something wrong with your bank etc.Quote:
Originally Posted by FujikoN
But just to be clear here, so they are doing you a favor. They don't have to but they do. And all you do is complaining about it not being a priority atm with all the stuff going on? -
08-30-2021, 03:12 AMFujikoNI never said i talk to the GM, I got a short email from the Customer Service to ask me to destroy/remove the item from my inventory and send them a proof. And we not talking about few pounds. My purchased items can't be used and very expensive.Quote:
Originally Posted by Ranaku
-
08-30-2021, 03:14 AMFujikoNUnder EU law you can ask refund on all item within 3-14-30 days after purchase. The only requirement is the item should be unused.Quote:
Originally Posted by SnowVix
-
08-30-2021, 03:16 AMFujikoNThey should refund because the item can't be used. And under EU law they should refund unused and unusable items.Quote:
Originally Posted by Ranaku
-
08-30-2021, 03:25 AMHolystyleStop spreading misinformation and lies if you refund something from Blizzard it takes max 1-2 days.Quote:
Originally Posted by FujikoN
And well you clowns voted to leave EU for some reason where customer rights are great.
" Since UK leave the EU the customer care come from EU seems punish the British players and I think it's needs to stop" ????
Blaming EU because you are not member of EU and laws which work in EU?
xDDDDDDDDDDD -
08-30-2021, 03:28 AMHolystyle
You can refund anything in EU even digital goods for 2 weeks without any reason.
-
08-30-2021, 03:45 AMFujikoNI blaming them for not doing their jon in resonable time. 6 weeks outrageous.Quote:
Originally Posted by Holystyle
-
08-30-2021, 03:46 AMSnowVixBlame Brexit. Your leaders took you out of the EU, and you lost your EU protections when they did.Quote:
Originally Posted by FujikoN
-
08-30-2021, 03:52 AMHolystyle
i agree they should done it max 1 week .
Global comapny does not even have working refunds what a joke. -
08-30-2021, 03:56 AMRowde
Hope your issue get's resolved soon then TC. And yah, sucks that happened to you. Just like ya know... Accept responsibility on your end where applicable and try to learn from the experience in the future. There's plenty of disclaimer text on mogstation items that warn about gender/race restrictions that may prevent the usage of items.
However... that doesn't necessarily mean there couldn't be even more checks and balances on their end at the same time to try and prevent customers from making mistakes. -
08-30-2021, 04:30 AMFujikoNSo the EU can treat disgustingly with non-EU customers? Square Enix Agree with this?Quote:
Originally Posted by SnowVix
-
08-30-2021, 05:18 AMSnowVixNo, it means you have no protection under EU laws as a non-EU citizen dealing with a Japanese company.Quote:
Originally Posted by FujikoN
-
08-30-2021, 05:22 AMFujikoNI'm sure in the Japanese and US side of the company the Customer Service much more efficient. I play another game on US server and the customer service much more productive that EU.Quote:
Originally Posted by SnowVix
-
08-30-2021, 05:53 AMAraxes
The Costumer Service is as bad as the Game is good. Always has been. I have one issue that hasn't been resolved in over a Year, i gave up at some point.
-
08-30-2021, 06:19 AMAwha
Aren't all mogstation purchases final? What ya trying to do?
-
08-30-2021, 06:37 AMZanarkand-Ronso
So what did you buy?... Im trying to understand how an item you bought is Unusable.
-
08-30-2021, 07:20 AMRitsukoSonodaJust about every digital microtransaction I recall doing in general on any title says it's final and non refundable. The only Digital things I recall seeing refund policies on were purchases of an actual game if requested within the specified timeframe they give.Quote:
Originally Posted by Awha
At this point it sounds like the OP wasn't paying attention to what they were buying and is now throwing a fit because they want that accountability removed. -
08-30-2021, 07:34 AMLihtleitayes. that was the point of being in the eu.Quote:
Originally Posted by FujikoN
-
08-30-2021, 08:22 AMFujikoNItems purchased is Tales of adventure stormblood,Heavensward, Realm reborn for my additional job. But these items cannot be used if you already have another lvl 80 job which finished the MSQ-s. This is where I made a mistake and I contacted the customer service immediately. The system literally not let you use these items.Quote:
Originally Posted by Zanarkand-Ronso
-
08-30-2021, 08:33 AMFujikoNPlease, I don't need this toxic punitive explanation and using the brexit as a reason why UK customer being less valuable than others. Using the brexit to punish the UK player that is discrimination and breach of duty. I've spent lots money for a game, I have subscription, I've purchase additional items from mog station so I right to expect professional customer service. BTW the eu customer service work for the SQUARE ENIX and as I know the SE not owned by the EU. So the bad customer service effects the company (SE) reputation.Quote:
Originally Posted by Lihtleita
-
08-30-2021, 08:36 AMRethDaron
Hope ya get an answer soon. Best to ignore certain posts on here.
-
08-30-2021, 02:43 PMMinsue
I mean technically you can use it to an extent just not how you like. But with an exp in 3 months all the new players crashing servers I imagine the fact "you" messed up is a low priority sucks but sometimes it takes time I'd try reconnecting via official methods with them.
-
08-30-2021, 02:44 PMMinsue
I can assure you a Japanese company could careless about Brexit your likely just super low priority. Maybe even in the technically we don't gata do anything but we will to be nice category.
-
08-30-2021, 03:40 PMPenthea
Can we not talk to OP as if they voted for Brexit, please? Anyone who knows enough about Brexit knows the vote to leave the EU was far from a landslide victory. The leave side just barely won. Just because someone is in the UK doesn't mean they voted to leave. And even if they did...how does this make them undeserving of consumer rights? And please no one give me the whole "people who wanted to leave are racist!". Many people voted to leave based on the promise of a significant increase to funds in public services, which sadly turned out to be a broken promise but that's another conversation.
Regardless of what consumer rights a person has in their country several weeks is a ridiculously long timeframe for the situation to come to a conclusion. They should either have their money back by now or have been given a definitive refusal for it.
As someone who has worked in retail the best advice I can give to OP is to consistently contact them requesting the next steps to be taken. Don't stop contacting them until the situation comes to a close. Sometimes what you have to do to get proper attention is to be relentless. Contact them every few days, and explain you are doing so because you already waited for weeks. Do keep your contact with them polite because if you do use harsh language they can use that as grounds to refuse to address your issue. -
08-30-2021, 04:11 PMJeeqbit
How is the item unusable?
-
08-30-2021, 05:36 PMBearded
So you failed to read the notes on the product...
This item cannot be used if you have already completed the Stormblood main scenario quest "A Requiem for Heroes."
Did you happen to make use of the other items in the package though? Like the 50 Allagan Platinum Pieces or the 10 Silver Chocobo Feathers?
Refunds will take longer than original purchases and it has nothing to do with your location. In all contact with customer support be concise, stick the point and never ever try to get smart with them.
If they have said they will refund then they will as that have said that. Try asking directly how long the refund will take.
Note though that the technically do not have to refund you at all as you consented to no cancellation/refund as soon as you opened and took items from the in-game mail. Refer to the receipt you were sent.....
Your purchase can be confirmed via the Your Account page.
You have consented to immediate receipt of content and acknowledged that you will lose your right to cancel your purchase upon receipt. -
08-30-2021, 05:46 PMLihtleitasarcasm. i didnt think anyone would actually believe that the eu was about protecting customer service for video games. i forgot this is text so sorryQuote:
Originally Posted by FujikoN
that being said SE arent in the wrong here. you didnt read the description of what you were buying, thats on you -
08-30-2021, 06:25 PMNiimuraOkay, listen to me.Quote:
Originally Posted by FujikoN
You do realize the "Tales of Adventure SB/HW/ARR" are meant to skip the main scenario quests and not to level you up to 80 right? And since you already finished your Main scenario quests you cannot use the Tales of Adventure because of that, there is no main scenario to be skipped anymore.
You would need to buy the "Tales of adventure: One [name of the job] Journey II" to insta level up your additional job.