Garuda Howling eye crash locked out - SE'S answer to the problem!!!!!!!

SO our party crashed 2 days ago in garuda and have been locked out of game since with error code 30002...

what is SE doing about this?
what is their great master plan?
what have they said to us in reply to countless emails to re assure us everything will be ok?
What are they doing for us loyal customers?

THIS.....IS THEIR REPLY?????............



Dear Customer,

Thank you for contacting the Square Enix Support Centre.


We are really sorry that the Garuda server is still not accessible.

We can assure you that our engineers are working hard on the problem in order to resolve the issue as quickly as possible, despite there not being any official messages regarding the error.

We apologise sincerely for any inconvenience caused.


Kind regards,

The Square Enix Support Centre team

Thank you again for contacting us and for your interest in Square Enix products!
More help and information is available at the Square Enix Support Centre website.
http://support.eu.square-enix.com/


1. What Garuda server??? im on balmung and there is no garuda server DOH!
2. How about a post on loadstone saying the issues on all servers!
3. How about an actual answer instead of fobbing us off with "our engineers are on the issue" this is not an answer!
4. "Dear Customer" "Thank you for contacting the Square Enix Support Centre"
?????? you know my name in the email atleast read my email and talk to me by name so i dont feel like i am talking to an auto response moronic computer
5. HONESTLY get your act together SE my love for you is breaking

Quote:

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Originally Posted by madbadger00

SO our party crashed 2 days ago in garuda and have been locked out of game since with error code 30002...

what is SE doing about this?
what is their great master plan?
what have they said to us in reply to countless emails to re assure us everything will be ok?
What are they doing for us loyal customers?

THIS.....IS THEIR REPLY?????............



Dear Customer,

Thank you for contacting the Square Enix Support Centre.


We are really sorry that the Garuda server is still not accessible.

We can assure you that our engineers are working hard on the problem in order to resolve the issue as quickly as possible, despite there not being any official messages regarding the error.

We apologise sincerely for any inconvenience caused.


Kind regards,

The Square Enix Support Centre team

Thank you again for contacting us and for your interest in Square Enix products!
More help and information is available at the Square Enix Support Centre website.
http://support.eu.square-enix.com/


1. What Garuda server??? im on balmung and there is no garuda server DOH!
2. How about a post on loadstone saying the issues on all servers!
3. How about an actual answer instead of fobbing us off with "our engineers are on the issue" this is not an answer!
4. "Dear Customer" "Thank you for contacting the Square Enix Support Centre"
?????? you know my name in the email atleast read my email and talk to me by name so i dont feel like i am talking to an auto response moronic computer
5. HONESTLY get your act together SE my love for you is breaking

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Still nothing on all of the threads that have the similar topic. Square Enix where are you?

I always have to resist the urge to say 'Umad bro?' whenever i see posts like this.

SEs always responded like this.

Garuda server => implies that the garuda instance has a dedicated server. wouldn't surprise me. they are having a problem with it (obviously)

We can assure you that our engineers are working hard on the problem in order to resolve the issue as quickly as possible, despite there not being any official messages regarding the error.

Either they dont' know what the problem is (cannot make a statement) or they know what the problem is, but there is a political/marketing reason they cannot give exact details of the problem and they have to tread lightly.

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1. What Garuda server??? im on balmung and there is no garuda server DOH!

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already went over this

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2. How about a post on loadstone saying the issues on all servers!

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they don't know what the probelm is, or dont' know how to put it delicately. why make an announcement before all your ducks are in a row?

Quote:

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3. How about an actual answer instead of fobbing us off with "our engineers are on the issue" this is not an answer!

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it's this or silence. which would you prefer? they had a choice. ignore you. or give you a generic 'we're having technical difficulties. please standby'

Quote:

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4. "Dear Customer" "Thank you for contacting the Square Enix Support Centre"
?????? you know my name in the email atleast read my email and talk to me by name so i dont feel like i am talking to an auto response moronic computer

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/wrists

Quote:

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5. HONESTLY get your act together SE my love for you is breaking

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Personal problem. i'm 99% positive there are higher priority problems than this. we have several people who haven't even been able to login for months and months. this won't get you sympathy.

I work in customer service.

They will 1) read your e-mail 2) roll their eyes and smirk 3) tell their cube neighbor to "Hey come here and check this out!"

They will not 1) care 2) do anything because they 1) cannot do anything and 2) you're sending messages to them that they've already answered and can't provide another answer for you.

When I get messages like this, the first or second time, I will care and be nice. But when the person yells at me again and again to do something I've already explained I can't do, or reveal information I don't have, I will shut down and won't stick my neck out for that person. I certainly won't contact that person again. I'll have my supervisor do that and you know how supervisors are about getting back to people.

IF I were you, I would back off.

i'm still waiting for a reply :P
hell, i'll even take that "thank you for contacting Square Enix", been checking my inbox for a long time, nothing yet.

@Onisnake:
i agree with what you said, but keep few things in mind:

Quote:

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we have several people who haven't even been able to login for months and months

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what kind of a company that cant fix a problem like this in months ?!
lack of staff ? No, lack of skills? i would take a blind guess and say No..
or could it be that they just dont care ? *ding ding ding*

if the data is corrupted, dont they have a backup?

people are afraid that their characters are lost forever, some kind of reply saying that it's not would give us comfort.

you see, the whole issue is not that we cant wait for them to fix it (let them take few months AFTER 2.0 for all i care), but we DO need a straight answer, something like:
1) your data is gone forever, sorry, deal with it.
2) rest assured, the problem is this or that and we'r working on it.

I just called them, the guy I got on the phone was trying his best at gathering all the information about the fight to give to the guys in Japan a clue on what's going on, just keep sending more information, they'll get it done. He was very nice on helping me through this, a lot of people probably called him before so he was pretty quick on this subject, so it's already top priority and known, just keep your fingers crossed!

^^ That's great news Fox. Months and Months seems like a different issue from what I was thinking you were talking about. From the other thread I thought it was only 24 hours that people were locked out.

Yeah, character data isn't corrupted, it's just the instance is stuck on a connection error (thinking you're still in a party with people while reconnecting to the instance.) for people to get out, I'm pretty sure other parties outside can get in, but it's matter of time before they happen to share the same fate of going at the same time.

Basically just keep sending info to them, so they can resolve it.

I know that the moogle instance is crashing. Do you know if that's related? I was scared to go in there after crashing a bunch of times.

Moogle always had problems since it first came out, but if it's really bad at d/c'ing everyone, I should say steer clear from it and give them information about that instance.

Or ask people to go in one by one, instead of going at the same time.

This is the response I just -finally- got:

Agent Alfred P: Hello and thank you for contacting SQUARE ENIX Customer Support. Just a few moments while I review your question, please.
Agent Alfred P: Hello. May I have your name please?
You: *****
You: ********
Agent Alfred P: Thank you, ****. You are having a technical issue for FINAL FANTASY XIV, correct?
You: yes
Agent Alfred P: Unfortunately, this chat is only for billing and account related issues.
Agent Alfred P: I can provide you a direct contact number for tech support.
Agent Alfred P: Would you like that number?
You: but I selected tech support from the drop menu
Agent Alfred P: There isn't a tech support agent for chat available at this time.
Agent Alfred P: That's why you probably were routed to an account/billing agent

I just left the chat.

Like I said before, just call them, that guy would've gave you the number or look for the number on the site.

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Originally Posted by The_Crow

i'm still waiting for a reply :P
hell, i'll even take that "thank you for contacting Square Enix", been checking my inbox for a long time, nothing yet.

@Onisnake:
i agree with what you said, but keep few things in mind:

what kind of a company that cant fix a problem like this in months ?!
lack of staff ? No, lack of skills? i would take a blind guess and say No..
or could it be that they just dont care ? *ding ding ding*

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This is lack of knowledge of how things work in the real world.

We must talk to NA tech support. this is, at best, level 3 tech support. there is very little they can actually do aside from escalate to the devs.

GMs are capable of moving characters and fixing some bugs, as they can access the servers. However, your character needs to be logged in to do this.

It has nothing to do with lack of skills or lack of staff. it's more of a logistics problem. the NA support staff just can't access the JP servers. so we're combating 1) language barrier 2) time zone difference 3) priority of resources.

they are relaunching the game. many of these problems will be fixed at that time. it sucks for the affected few. but it's a business decision, and quite honestly i'd do the same thing.

the people who haven't been able to login for months have a very unique problem, and it's unclear how to fix it. it's even harder for us to do anything about it due to what i mentioned previously.

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Originally Posted by The_Crow

if the data is corrupted, dont they have a backup?

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have to reset the server to access it. this isn't done often.

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Originally Posted by The_Crow

people are afraid that their characters are lost forever, some kind of reply saying that it's not would give us comfort.

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it's not. of course they have backups. they are probably tryign to figure out a way to fix the problem without bringing the servers down. so chillax bro.

Quote:

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Originally Posted by The_Crow

you see, the whole issue is not that we cant wait for them to fix it (let them take few months AFTER 2.0 for all i care), but we DO need a straight answer, something like:
1) your data is gone forever, sorry, deal with it.
2) rest assured, the problem is this or that and we'r working on it.

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They have said number 2. so i dont' know why so many are complaining. :/

I know you're trying to bring some facts and probable reasons as to how this is being handled Onisake but i think all these affected people have the right to be furious, i know it's a game but it's a game people have invested time into and you got to keep in mind all these people where working on their own goals before the relaunch which all might be shot now if SE fails to act, company descision to sit on the issue or not it's quite irritating.

Yeah, it's really not a big deal, at least got to talk to someone about it, who is willing to gather information to give the devs, so it's only matter of waiting right now.

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Originally Posted by Pietro

I know you're trying to bring some facts and probable reasons as to how this is being handled Onisake but i think all these affected people have the right to be furious, i know it's a game but it's a game people have invested time into and you got to keep in mind all these people where working on their own goals before the relaunch which all might be shot now if SE fails to act, company descision to sit on the issue or not it's quite irritating.

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You have the right to do w/e you want IMO. but if you want to get something done you have to 'play the game.' One of my mentors once told me 'Politics makes the world go round. if anything gets done, it's because of politics'

One reason a lot of other countries dislike the good ol' USofA is because of attitude. we feel entitled. this isn't really unwarranted, we are one of, if not the, most powerful nation. but if you've ever worked with customers, you know how they can act. the ones that complain, act like the world owes them something, you don't want to help them. this is human nature.

i'm trying to bring understanding so they will be more tactful. and not yell at the NA TS guys so much. yelling at them doesnt' really fix the problem. it never will fix the problem. it's already been escalated. and they can escalate again, and again, but they are probably just as frustrated as the affected players. it's very tough to be in the position where you recieve all the complaints, but can do nothing to fix them. so cut them some slack, and show some tact.


As an example, I was dealing with Amazon customer care the other day. I paid for overnight priority shipping on something. and it did not arrive the next day. (in fact it didn't arrive for several days, and i wasn't exactly happy about it) the kicker was that my room-mate had ordered the exact same item, same shipping, but it had arrived on time. so clearly something went wrong.

So I call customer support, looking for a refund. When i pay for expensive shipping i expect it to arrive on time. After explaining the situation, I got the usual pushback.

'I'm sorry sir, we're not responsible for shipping. you have to call the carrier (UPS in this case)'

now. some people would fall for this and hang up, call UPS. but I know better "That's unacceptable. I paid you to ship, I didn't pay UPS. it's your responsibility to ensure my item arrives on time. I would like a refund on shipping, and compensation for my time. please escalate my call"

This triggers the support guy to make a couple of actions. he can either 1) try to appease me or 2) escalate my call (which he may or may not be able to do)

He tried to appease me with a $5USD gift card. "I'm sorry sir. I can't offer a refund on shipping. the best I can do is give you a $5 credit on your account"

Now, as most of you know (or maybe dont' know) these things are scripted. "That's not acceptable. I paid $22 for shipping"

"I'm sorry sir. I can't offer a refund on shipping. the best I can do is give you a $10 credit on your account"

I think you can see where this went from here. I kept the loop going until i got to $35. thanked the poor Bastard for his time and went on my way. Either they will loop you, or escalate you. either way, you'll need to try to play the game a little better. acting like a crying/bratty 12 y/o isn't the way to accomplish anything.

Onisake you are an asshole. You want to defend this situation, but the thing is, if these issues arise in 2.0 and it actually takes SE 2-3 months to come out with a RESPONSE let alone an actual fix, then the game will have failed. This isolated character login problem brings to light a bigger disconnect that has been a problem with SE's online games and that is a lack of outside of Japan developmental capabilities.
This is a Japanese video game above all else, but it's being sold on a global scale as a world accessible MMORPG. You can't have EVERY SINGLE dev who works on this to be only Japanese. I fully fill they should be the final say in any game code changes, but their NA and EU offices need to have a handful of developers who can address these problems, produce fixes in an expedient manner, and then have a direct line of communication to the final group of dev's who make the call or direct additional changes/fixes. This 3 month long process for the rest of the world to get resolutions is no longer acceptable in this day and age.

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Originally Posted by ShepardG

I'm butthurt, and am impatient. SE you owe me. rabble rabble rabblle.

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Need to chill out. What did you think making angry forum post would accomplish? If it's been escalated to devs, then sit and wait it out. Onisake was just laying out the facts, in a more polite way than I would have even bothered. No need to take your frustrations out on him/her.

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Originally Posted by ShepardG

Onisake you are an asshole. You want to defend this situation, but the thing is, if these issues arise in 2.0 and it actually takes SE 2-3 months to come out with a RESPONSE let alone an actual fix, then the game will have failed. This isolated character login problem brings to light a bigger disconnect that has been a problem with SE's online games and that is a lack of outside of Japan developmental capabilities.
This is a Japanese video game above all else, but it's being sold on a global scale as a world accessible MMORPG. You can't have EVERY SINGLE dev who works on this to be only Japanese. I fully fill they should be the final say in any game code changes, but their NA and EU offices need to have a handful of developers who can address these problems, produce fixes in an expedient manner, and then have a direct line of communication to the final group of dev's who make the call or direct additional changes/fixes. This 3 month long process for the rest of the world to get resolutions is no longer acceptable in this day and age.

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oh good. crying *gets a canoe and paddles gently away on a river of delicious tears*

If you think i'm an asshole that's your beef. i'm not defending the situation. I'm explaining it. I've had my share of difficulties connecting. for a while i was disconnecting every 20 minutes. but i dont' come on the forums and cry about it. I know how to deal with TS and I understand that things go wrong, and i have an understanding of the logistics that the NA TS goes through to fix problems. making their day terrible does nothing for either of us.

I'd explain the logistics to you, but i honestly don't think you'll understand. so lets keep the name calling to a minimum, mmmkay?

Because I have a choice. I could just ignore everything in the TS forum. I could keep my knowledge to myself and not help anyone. Or i can share my knowledge/opinion and try to help a few people, even though its' going to make some people angry. So am I really being an asshole or do you just not like what i'm saying because you're butt hurt?

i love how you think everyone is NA whom is posting negative posts onisake gj on your ignorance there! let people be annoyed i mean lets be real we all pay for the service. companies a lot of the time are useless until you threaten them with not paying and leaving then shit gets done stop trying to support the big co-orps and think about the users, you aint gona get a gold star from SE cos you backed them up on forums so stop kissing ass. fact is SE is dealing with this badly by not updating information online, it doesnt take long to make a small post about what they think it may be and what they are trying to do to solve it. This small tiny piece of effort by the company would put a lot of peolpes minds at rest.

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Originally Posted by madbadger00

i love how you think everyone is NA whom is posting negative posts onisake gj on your ignorance there! let people be annoyed i mean lets be real we all pay for the service. companies a lot of the time are useless until you threaten them with not paying and leaving then shit gets done stop trying to support the big co-orps and think about the users, you aint gona get a gold star from SE cos you backed them up on forums so stop kissing ass. fact is SE is dealing with this badly by not updating information online, it doesnt take long to make a small post about what they think it may be and what they are trying to do to solve it. This small tiny piece of effort by the company would put a lot of peolpes minds at rest.

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You sound like one of those geniuses who sues a company because you spilled hot coffee on your lap. What kind of post do you expect them to make? There's no need for a lodestone post if all the people involved have already been emailed or spoke to customer support. And before you claim I'm "defending" SE, I'm not. I'm "fighting" stupidity and entitlement.

lol go dig a hole leon a big one

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Originally Posted by madbadger00

lol go dig a hole leon a big one

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Can't right now, busy farming garuda :(

relax guys, no need to get personal here :)

http://www.troll.me/images/wala1/cal...this-thumb.jpg

@Omnisnake: thx for clearing few things.

@Leon: i would like ANY response from SE, even if it was "hey crow, go F*** yourself, thank you, SE".
but they ignored me Q_Q

anyway, lets hope this get fixed soon.. /pray

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Originally Posted by madbadger00

i love how you think everyone is NA whom is posting negative posts onisake gj on your ignorance there!

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Show of hands then, how many are not NA? these are the english forums. 80% of these are going to be NA.

either way, the format will be the same. the UK team isn't going to have any more access than the NA guys. Everything outside of japan is interchangeable.

Quote:

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Originally Posted by madbadger00

let people be annoyed i mean lets be real we all pay for the service. companies a lot of the time are useless until you threaten them with not paying and leaving then shit gets done stop trying to support the big co-orps and think about the users, you aint gona get a gold star from SE cos you backed them up on forums so stop kissing ass.

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oh. I forgot. All corporations are evil. my mistake. read my earlier posts. if you want something done, play the game. the forum mods don't have better access to the devs than the support guys on the phone do. they are separate teams. they will escalate through similar channels.

I'm not expecting a gold star. I don't work for SE. I have no incentive to suck up to SE. I'm trying to help you all understand what these tech guys have to go through, and mention that it's better if you're nice about it. They are paid to do this. they aren't putzing around going 'Oh man, that Madbadger00 guy is an arsehole. lets not escalate his case at all so he can't play for a while. that'll show'em'

I mean really? c'mon... these guys are professionals. they aren't children whining on a forum. look at the posts they make. I'm 95% sure that every post they make most be reviewed and approved before it is posted. so chillax bro.

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Originally Posted by madbadger00

fact is SE is dealing with this badly by not updating information online, it doesnt take long to make a small post about what they think it may be and what they are trying to do to solve it. This small tiny piece of effort by the company would put a lot of peolpes minds at rest.

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How else are they going to deal with it? they may not even know what is wrong. they know something is wrong with the server. it may require a reboot. if it does, that's something they don't' want to do because then NO-ONE gets to play for a while. like i mentioned, it's one of two things. either they don't' know what's wrong yet. (IE: wait patiently like good little children. you'll be informed as soon as the TS team is informed) or they are trying to find a solution that does not require bringing everything down. (again, wait patiently like good little children)

those affected have recieved an e-mail. they are aware of the problem. they are looking into it. you dont' need to know every detail. there is absolutely no reason for you to need an up-to-the-minute update on the problem.

you're paying customers. ok. so what? if you think you should be refunded call TS and tell them that. crying on the forums doesn't make the problem go away. it doesn't cast haste on the dev team to help them solve the problem faster.

The OP is childish. obnoxious. shows no respect for the hard work the team does. and is poorly written. if you come in here with more tact, you're more likely to get a response. say "Hey, SE. There's a problem. I know you've acknowledged it. could we please get an update when you find the time?"

odds are, if they do reply. it's going to be "We're sorry you're frustrated about this. Please rest assured we are looking into the problem and will fix/update you as soon as we're able" or "We've fixed the problem now. Sorry for the inconvenience."

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Originally Posted by ShepardG

Onisake you are an asshole. You want to defend this situation, but the thing is, if these issues arise in 2.0 and it actually takes SE 2-3 months to come out with a RESPONSE let alone an actual fix, then the game will have failed. This isolated character login problem brings to light a bigger disconnect that has been a problem with SE's online games and that is a lack of outside of Japan developmental capabilities.
This is a Japanese video game above all else, but it's being sold on a global scale as a world accessible MMORPG. You can't have EVERY SINGLE dev who works on this to be only Japanese. I fully fill they should be the final say in any game code changes, but their NA and EU offices need to have a handful of developers who can address these problems, produce fixes in an expedient manner, and then have a direct line of communication to the final group of dev's who make the call or direct additional changes/fixes. This 3 month long process for the rest of the world to get resolutions is no longer acceptable in this day and age.

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This is true. I can't tell you how many of my friends have left the game (and FFXI) because of how long SE took to respond to them and how they give them the runaround. Always sad when that happens :( I hope they improve their customer service and response time once 2.0 goes live.

still broken and no word from customer service............... good times

Don't worry!

Probably Monday is the time we'll be unstuck.

Hopefully man, did they tell you that?

anyways, I BLAME ROSA XD

lol monday...

No it's just me guessing.

bumping for justice.

Well this isn't looking good.