What's up with SE Customer Service?

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08-29-2013, 09:22 AM
Taban

What's up with SE Customer Service?

Anyone else been having problems getting in touch with SE Customer Service?

I originally emailed SE about a problem I've been having regarding legacy on my account on 08/17/13. I got an email back saying the ticket was received and I would hear back from them within 48 hours.

One week later I still had no response so I tried to do the live chat customer service option on their website, waited in queue from 200ish to 0 and when the counter hit 0 (after around an hour and a half) was redirected to a screen saying no agents were available to assist me and a link to submit my problem via email, which I did...and received another email saying I would hear back from SE within 48 hours....it's now been 3 days since that email and over 10 days since my first and I still haven't received a response. Not sure what direction to go from here.
08-29-2013, 09:26 AM
kosomoto

Quote:

Originally Posted by Taban

Anyone else been having problems getting in touch with SE Customer Service?

I originally emailed SE about a problem I've been having regarding legacy on my account on 08/17/13.

One week later I still had no response so I tried to do the live chat customer service option on their website, waited in queue from 200ish to 0 and when the counter hit 0 (after around an hour and a half) was redirected to a screen saying no agents were available to assist me and a link to submit my problem via email, which I did...and received another email saying I would hear back from SE within 48 hours....it's now been 3 days since that email and over 10 days since my first and I still haven't received a response. Not sure what direction to go from here.

SE is notorious for having terrible customer service. White Knights will tell you that you can solve everything on your own. It's not like we're paying for a service or anything.
08-29-2013, 09:28 AM
Wartog

Quote:

Originally Posted by kosomoto

SE is notorious for having terrible customer service. White Knights will tell you that you can solve everything on your own. It's not like we're paying for a service or anything.

So says the level 15! Do you have a first hand experience, or are just saying what you've over heard to sound cool in this thread?
08-29-2013, 09:36 AM
Joekwon

well I try to contact them. after few min talk they just hang up on me...... not the best experience....
08-29-2013, 09:40 AM
minihalcyon

He could be legacy! Arcanist is new so it's possible he's only level 15 in that class. xD

But yeah, I wouldn't know. I haven't had to deal w/ SE's customer service yet.
08-29-2013, 09:50 AM
Jillian

The customer service is horrible. I have been trying for 3 days to get through and still have not had any luck. The one time I do manage to get through, I was hung up on.
08-29-2013, 09:52 AM
Tilio

yep after buying the game and finding out ALL servers had stopped allowing new players from joining i tried there support site and it failed to load but me being me i just phoned there office made a complaint that way
08-29-2013, 10:02 AM
SiinZ

i have NEVER been able to contact SE thru phone or chat. they have the worst customer service ive ever seen ( as far as getting in touch with someone )... hell, does it even exist?
08-29-2013, 10:05 AM
Dao-sama

im in the same boat, also been trying to contact square support to fix my 1.0 gil problem since phase 3 but i think they dont have any person working there. :D
all i get is a email saying ...
" Thank you for contacting the SQUARE ENIX Support Center.
this email has been sent to notify you that your ticket was recieved and will be responded to within 2 business days (48 hours) of this receipt."

2-3 month later......

Thank you for contacting the SQUARE ENIX Support Center.
this email has been sent to notify you that your right that we dont have anyone working here.
08-29-2013, 10:06 AM
Cyberpirate

well um idk might have something to do with having half a million people trying to contact them at once
08-29-2013, 10:14 AM
Tendablast

SE customer service is a problem occuring and then eight hours later an intern posting as someone from the dev team says sorry please look forward to it. The customer service number might as well be one of those joke bumper sticker HOW'S MY DRIVING 555-GET-BENT type deals.
08-29-2013, 10:42 AM
Taban

Quote:

Originally Posted by Cyberpirate

well um idk might have something to do with having half a million people trying to contact them at once

I contacted them pre-release, pre-early access etc. It may have been a bit crazy, due to release, but 10 days is excessive for any companies customer service.
08-29-2013, 10:44 AM
Mijin

NA Customer support is horrible, been dealing with them since October 23rd 2003 (NA FFXI Release date).
08-29-2013, 10:57 AM
ZakarnRosewood

Regardless of past experiences with SE customer services I hope you can understand that they might just be a little hammered with calls, tickets, and requests. Not trying to white knight, just point out that you are not the only person with issues right now in case you haven't noticed.
08-29-2013, 11:03 AM
AntarcticBudgerigar

Yep, terrible customer service...
Most of the time, they are auto-generated responses having nothing to do with the topic.

Also am still waiting for my copy of FFXIV:ARR... taking forever to get here.

Emailed them about it once already, apparently they thought it was about the early access code, so it didn't help one bit (again, automated messages suck).

So am trying again....

Probably will never buy from the SE store again due to crappy service in that department as well.
08-30-2013, 11:15 AM
Taban

Finally got a response from SE on this -_-

http://i.imgur.com/IvZJuuR.png?1
08-30-2013, 11:26 AM
Gazille

I had an issue, So i went to the support thing and lodged a problem under ff11, this let me live chat with someone and they didnt mind i was really there for ff14
08-30-2013, 11:27 AM
Taban

Quote:

Originally Posted by Gazille

I had an issue, So i went to the support thing and lodged a problem under ff11, this let me live chat with someone and they didnt mind i was really there for ff14

Were they able to help you? I may give that a shot.
08-30-2013, 12:02 PM
Reser

Reply to my ticket after like 3 days

Quote:

Dear Customer,

Due to the overwhelming volume of contacts received in regards to the launch of FINAL FANTASY XIV: A Realm Reborn, we have regretfully been unable to respond to your request within the expected 48 hours. In order to prioritise time-sensitive issues, your ticket has been closed.
If your query is related to registration codes for a Square Enix Store purchase, please log in to the following site using your SQUARE ENIX Membership details to view your codes: http://sqex.to/ffxivcodes
If you have not yet found a resolution for your issue, we ask that you create another ticket after searching our Knowledge Base. Please also select the best category and sub-category pertaining to your issue.

We sincerely apologise for not responding to you in a more satisfactory manner and thank you for your patience & understanding.

Square Enix Support Centre Team

So basically because it took longer then 48 hours, we will just close it instead of bothering to answer it. The problem is still relevant, and now i have to resubmit it and wait another few days for them to probably cancel it again.

GOOD JOB SE.

Your support sucks! FIX IT.