Process for getting a refund

Hello,

Unfortunately I have been plagued by nothing but problems since Phase 4. I cannot over look these. My newest error is by all means not part of the agreement of what I purchased.
I purchased a Digital Collector's Edition with the understanding that Character from Early Access would carry over. Unfortunately, when I registered my code it made a new account in my account. Um, how is this possible if I can only play from 1 platform at a time why does the same password and username allow me to have 2 accounts, 1 which has my character and I cannot access it because the other Tab 2 account on the same "said" account has the Collectors Edition... Blah Blah Blah..

What is the process for a refund? Do I contact through ticket support? Do I have to navigate 50 different sites? Or do I just reverse the charges through the bank?

CASH GRAB

You screwed up. You can try to get a refund from wherever you purchased from, but good luck with that.

While I find the "You screwed up" mentality interesting, the fact that this has happened to so many people is enough to suggest there was a serious issue with both the way accounts are handled and the way the website was designed. Even if it is viewed as the customer's fault, it is in Square Enix's best interest to fix it, or they risk alienating and losing a large portion of their user base. Even though they planned for a lot less users than they currently have, and losing them would solve login issues, no company wants to lose potential customers, and I get the feeling that Square Enix aside, Yoshi really wants people to be able to play and enjoy his game.

By all means please leave. The less stupid people in the game the better off we all are. Place a support ticket and they will get back to you within 72 hours.

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Originally Posted by Tibuant

While I find the "You screwed up" mentality interesting, the fact that this has happened to so many people is enough to suggest there was a serious issue with both the way accounts are handled and the way the website was designed. Even if it is viewed as the customer's fault, it is in Square Enix's best interest to fix it, or they risk alienating and losing a large portion of their user base. Even though they planned for a lot less users than they currently have, and losing them would solve login issues, no company wants to lose potential customers, and I get the feeling that Square Enix aside, Yoshi really wants people to be able to play and enjoy his game.

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It is only a serious issue with people in too big of a hurry to look things over thoroughly. Instead, they just click the first thing that draws their attention, and proceed to ignore the writing afterwards as well. Yes, the entire SE website organization is very strange for us westerners. The page that you use to apply your retail codes is quite straightforward once you look over the options though.

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Originally Posted by RedMoko

Hello,

Unfortunately I have been plagued by nothing but problems since Phase 4. I cannot over look these. My newest error is by all means not part of the agreement of what I purchased.
I purchased a Digital Collector's Edition with the understanding that Character from Early Access would carry over. Unfortunately, when I registered my code it made a new account in my account. Um, how is this possible if I can only play from 1 platform at a time why does the same password and username allow me to have 2 accounts, 1 which has my character and I cannot access it because the other Tab 2 account on the same "said" account has the Collectors Edition... Blah Blah Blah..

What is the process for a refund? Do I contact through ticket support? Do I have to navigate 50 different sites? Or do I just reverse the charges through the bank?

CASH GRAB

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I had this same problem as you. This is how you play. http://forum.square-enix.com/ffxiv/t...t-the-new-code

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Originally Posted by fixitman

It is only a serious issue with people in too big of a hurry to look things over thoroughly. Instead, they just click the first thing that draws their attention, and proceed to ignore the writing afterwards as well. Yes, the entire SE website organization is very strange for us westerners. The page that you use to apply your retail codes is quite straightforward once you look over the options though.

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I disagree. I have FFXIV on one platform: Windows. I want to add the actual registration service in addition to my early access service. It actually makes more sense that I'm adding a new service, not a new platform. It isn't just "in a hurry," its "this makes more sense." As a Computer Science major who has taken a few web design courses, however, (and granted, I'm not an actual web designer by trade because thats my least favorite of the careers in CompSci) we're taught that usability is one of the most important aspects, because all users are always in a hurry. Few people read the alerts on Windows or Websites, and to some extent, its not even a bad thing. Why shouldn't registering this game be a quick action I can do in a hurry?

I applied my code not 15 mins after the mog station launched. It very well laid out imo and I found it not one bit confusing. Although I had 2 beta accounts during p3/4 so I was already familiar with the differences between that and adding platform codes to existing service accounts. Battle.net is similar to this in that you can add multiple game registrations under one mangement account. Just slow down and read what is on the screen and it becomes very clear. =)

As I've already stated--and as is obvious by the amount of players with the same issue--I disagree. Having multiple beta accounts from p3/p4, I feel you had an advantage, tbh. There is a perfectly logical train of thought that leads to creating two service accounts, and that logical train of thought starts with not knowing that a "service account" is an actual second account and not just an additional service: it is conceivable that different services would be considered service accounts. Having bought several Blizzard games and having had no troubles registering games under my account, I also disagree that Battle.net is in any way similar.

Granted, I'm not as angrily screaming at the world as OP, I still feel this is an issue that should be solved, if only because so many players are dealing with it.

I'll admit, it can be confusing, but if you don't take the time to read, you can't blame anyone but yourself. As the saying goes: Good things come to those who wait.

I don't get how "taking the time to read" can make it any better when what you read is "new service account" or "new platform." Its not an issue of being in a hurry, its an issue of poor wording and taking extra time to think about it won't make it any more helpful. Nothing about adding a new platform sounds like what I want to do. Adding a new service account at least has 50% of the words that actually sound like what my goal is. My Early Access account is on Windows. I want to register the Collector's Edition for Windows. I would consider being able to play the game after Early Access as a new service... But its the same platform.

And to be fair, I'm not upset about the fact that I registered it to the wrong account. I'm upset about the fact that there has been next to no communication to help players who have done this, and it has taken so long to be solved that we now cannot play the game.

Try this posted SE form: https://support.na.square-enix.com/c...82&la=1&daxx=2

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Originally Posted by MultiMayhem

By all means please leave. The less stupid people in the game the better off we all are. Place a support ticket and they will get back to you within 72 hours.

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No they won't. I made a ticket 4 days ago and I've also phoned them up, nothing and grow up will you, these are serious problems and telling people to quit is ridiculous considering they can't even play the game because of these issues.

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Originally Posted by Tibuant

I disagree. I have FFXIV on one platform: Windows. I want to add the actual registration service in addition to my early access service. It actually makes more sense that I'm adding a new service, not a new platform. It isn't just "in a hurry," its "this makes more sense." As a Computer Science major who has taken a few web design courses, however, (and granted, I'm not an actual web designer by trade because thats my least favorite of the careers in CompSci) we're taught that usability is one of the most important aspects, because all users are always in a hurry. Few people read the alerts on Windows or Websites, and to some extent, its not even a bad thing. Why shouldn't registering this game be a quick action I can do in a hurry?

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When I'm wrong, I admit it, and I was wrong in my earlier post. I received two Beta invites, and also received two EA keys with my Gamestop pre-order. Having two accounts at the Mog Station did indeed make it easier to understand what to do with my retail code. My characters weren't showing at the Mog Station until Wed. night, and I had mastered the entire layout by then. I can now understand how the site can be misleading with only one service account.

I'm old, and I sometimes forget, but I always apologize when it affects others. Sorry about that :)

Send a ticket and they will send you a message saying they haven't responded in the 48hr time period and because of this they have closed your ticket. BUNCH OF MUPPETS, this company at the moment are a disgrace.

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Originally Posted by MultiMayhem

By all means please leave. The less stupid people in the game the better off we all are. Place a support ticket and they will get back to you within 72 hours.

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You're ignorant. "Within 72 hours". The wait time to fix this problem is 2 weeks. So I'm supposed to wait 2 weeks now? I can't play my characters anymore. I understand I screwed up with registering my key but as you can see, so many people have this problem, you can't just say "place a ticket and wait". The mog-station is horribly designed. "Add platform" does not indicate "upgrade your game" for me. Sorry.