Square Enix - a single post goes a long way

You have a 5k+ post thread right here without a single response from you guys. Anything, like a "hey, yeah we're really sorry about that, we're doing our best to get it sorted out" means the world to us who just sit on the phone or in disconnected chat queues for hours on end with no way to play.

Instead, you sit there in silence doing who knows what because we don't hear from you. Do you see this thread? Do you see how unhappy your customers are about this particular issue? Do you even REALIZE how big of an issue it is? We don't know!

If you want to keep your customers and have them believe in you, you need to communicate. Designate one person in your team to sign in here and respond to some of the larger issues so we at least know that we are being heard.

Hallowfell summed it up pretty nicely:

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Originally Posted by Hallowfell

Yeah, that has nothing whatsoever to do with the thread the OP mentions. That update largely concerns the login restrictions, even the part about the additional free time is phrased to indicate it's an apology for 1017, not for this issue.

No, this issue is about people adding their registration codes to a second service account due to a somewhat misleading Mogstation interface. This means their EA and P4 character(s) are on one service, while their purchased game is on another. Since the service account with the character does not register a purchased game, it can't have a subscription either, which means that once our free time ran out (2 days ago) we haven't been able to play.

Admittedly, this is a mistake we made, but its an understandable one and the main problem is not the issue itself, but how its being handled. Squeenix made a form for this exact issue pretty quickly, which is great. However, as far as anyone knows, those forms are mailed to a server on a rocket and then fired into the sun because nothing happens to them! THEN, to top it all off, some people who used live-chat support got the reps there to somehow fix their accounts personally.

Thus people became even more outraged because A: it shouldn't take Live-Support to fix this issue, the forms should be being processed in their own queue.
B: This indicates the problem can be fixed, but isn't.
C: The only word from Squeenix given recently on this issue was two tweets yesterday, exhorting people to fill out the form that does nothing while their weekend wastes away.
D: This is on-top of 1013, 90000, 1017, the problems getting EA codes (Player-fixed, by the way), and the problems getting CE codes, meaning that some unlucky people have hardly played at all. Not to mention all of those have been poorly and sluggishly addressed too.

So yes, people are frustrated. Some insight into the process would be welcome. Progress even more so.

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Over 3000 in that thread now. I myself am waiting on my ticket from the 26th.

clearly they'll reply when that certain thread reaches over 9000 which is admittedly only a matter of time

Over 4000 posts in that thread now. And look at the support comparisons:
http://imageshack.us/a/img853/8400/985e.jpg

Someone WILL call this racist I'm sure, but it's been my observation (from FFXI's early days to now with ARR) that SE still operates as a Japanese company, and the culture in Japan is to shut up and get to work to fix a problem, and provide details later once the requisite work is done. This is fine for Japanese customers, who are used to this particular way of problem solving. However, other cultures, especially North America, tend to be far more demanding of regular updates on status and just generally want more information. While "we are working to improve congestion and apologize for any inconvenience" may placate Japanese players, North Americans and Europeans both prefer more of an explanation than "we know there's an issue and we're working on it." We want more details, we want time frames and completion estimates, and we ask more questions.

SE is still thinking and operating regionally but offering a global product. Their corporate decision-making reflects a more insular mindset than many global customers will find comfortable.

It's either they don't have enough NA/EU customer service's employee or they don't give a s*** about us...

so not a single post from them huh http://forum.square-enix.com/ffxiv/t...72#post1111872 what more do you need????? You need your hand held and personal 1v1 suppot on a world wide problem that they are aware of and are in the process of fixing. All this data center upgrade stuff will fix the 2002 1017 the 90k errors that people are getting give it some time dang.

Maybe you should read the reference thread I linked to; the proposed fixes they're doing do nothing for our problem.

Over 5000 posts now.

http://forum.square-enix.com/ffxiv/t...17#post1132817

They have commented. Its not SE's fault if people don't look around for the answers.

That's not an answer, its a "just keep waiting" post, there isn't a single legitimate answer there. Giving me "7 days" is nice, but I dont care about the days, I want to play the product I purchased 8 days ago! Not 7 days from now.

If you aren't happy waiting, you should contact your retailer and see if they will refund. There was a similar case with Black Ops:

"Owners of buggy or glitchy video games are entitled to a full refund, Trading Standards has said on record.

Rules state that all goods should be of "satisfactory quality" it's said, which means (at launch at least) you should be entitled to your Black Ops PS3 and Fallout: New Vegas money back.

Speaking in a recent interview, Joint Lead Officer Sylvia Rook from the Trading Standards Institute said: "When consumers buy goods their rights are always against the retailer, so if there is a problem with a game, the consumer should return it to the retailer.

"The Sale of Goods Act 1979 (as amended) states that goods should be of satisfactory quality, fit for their purpose and as described. If the game is faulty, then the consumer should be entitled to a refund from the retailer (although it is not unreasonable for the retailer to return it to the manufacturer in order to ensure it is, indeed, faulty and it is not operator error, or a problem with the consumer's computer)."

Rook added that gamers wanting a refund should stop using the game immediately, otherwise they may only be entitled to claim for damages.

"If consumers wish to exert their statutory rights, they should stop using the game immediately as if they continue to use it they might lose the right to reject it and might then be entitled only to damages," Rook said.

"If the consumer wishes, they can also request a repair or replacement, but they don't have to accept this if they do not want to."

Treyarch put out another Black Ops PS3 patch earlier this week which hopefully sorted issues."

I'm not sure how that works with online games, but essentially it shouldn't matter. Regardless of people jumping on the "MMO launch, you shouldnt expect blah blah", in law it doesnt really matter - its not fit for purpose.

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Originally Posted by Brotech

http://forum.square-enix.com/ffxiv/t...17#post1132817

They have commented. Its not SE's fault if people don't look around for the answers.

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Tell me, what part of that addresses the issue we're having? The free trial extension? Wonderful, I'm glad it's being offered after Wednesday, almost a full week after we stopped being able to play because of the problem we're having.

Edit: And note, that's not just something like "not being able to login"; we literally can't play because our service account is split in two. And we're REQUIRED to make a ticket on it to fix it; a ticket that I've had in since the morning of the 26th.

Same old SE B.S.. But hey! it's ok! here's a week's worth of free play time! I'd really had hoped that by now they'd have learned how to deal with their customer base.

Then they wonder why games like WoW are so successful? For f@@@s sake I've had a conversation with the lead designer multiple times, and I'm nobody! They actually care about what we think. They might not agree, but the listen and RESPOND.

I see this game going absolutely nowhere, and it's not because it isn't fun or engaging, it's because people will tire of this exact kind of thing happening.

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Originally Posted by Sonorous

Same old SE B.S.. But hey! it's ok! here's a week's worth of free play time! I'd really had hoped that by now they'd have learned how to deal with their customer base.

Then they wonder why games like WoW are so successful? For f@@@s sake I've had a conversation with the lead designer multiple times, and I'm nobody! They actually care about what we think. They might not agree, but the listen and RESPOND.

I see this game going absolutely nowhere, and it's not because it isn't fun or engaging, it's because people will tire of this exact kind of thing happening.

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^ pretty much. DCUO suffered the same issues, lots of technical problems related to lag and disconnections - and SoE not fixing it quick enough or even acknowledging the issues and look what happened to that.

Quote:

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Originally Posted by Brotech

http://forum.square-enix.com/ffxiv/t...17#post1132817

They have commented. Its not SE's fault if people don't look around for the answers.

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That's not a comment on the current issue wherein the servers are inaccessible. That is a comment on the existing 1107 issue.

I can understand your confusion though. It gets hard to keep track of so many issues.

are you people reading the same thread as me?

http://forum.square-enix.com/ffxiv/t...17#post1132817

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The addition of new Worlds, as well as the adjustments to the duty finder servers, will be complete as of tomorrow. We will then enter our final internal testing phase of these features in preparation. If the results from these tests are favorable, we will conduct an extended all-World maintenance on Wednesday (Japan time). Once the new Worlds are implemented and the duty finder server load has been redistributed over smaller World server groups, we believe that many of the login issues that players are currently experiencing will clear.

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New worlds tomorrow, Wednesday 4am jp time maintenence...to fix everything else....

Read the thread before you declare what it says incorrectly.

Quote:

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Originally Posted by Brotech

are you people reading the same thread as me?

http://forum.square-enix.com/ffxiv/t...17#post1132817



New worlds tomorrow, Wednesday 4am jp time maintenence...to fix everything else....

Read the thread before you declare what it says incorrectly.

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Again, tell me how any of that fixes what's happening in the thread I linked to. None of these address that issue.

Quote:

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Originally Posted by Brotech

http://forum.square-enix.com/ffxiv/t...17#post1132817

They have commented. Its not SE's fault if people don't look around for the answers.

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Yeah, that has nothing whatsoever to do with the thread the OP mentions. That update largely concerns the login restrictions, even the part about the additional free time is phrased to indicate it's an apology for 1017, not for this issue.

No, this issue is about people adding their registration codes to a second service account due to a somewhat misleading Mogstation interface. This means their EA and P4 character(s) are on one service, while their purchased game is on another. Since the service account with the character does not register a purchased game, it can't have a subscription either, which means that once our free time ran out (2 days ago) we haven't been able to play.

Admittedly, this is a mistake we made, but its an understandable one and the main problem is not the issue itself, but how its being handled. Squeenix made a form for this exact issue pretty quickly, which is great. However, as far as anyone knows, those forms are mailed to a server on a rocket and then fired into the sun because nothing happens to them! THEN, to top it all off, some people who used live-chat support got the reps there to somehow fix their accounts personally.

Thus people became even more outraged because A: it shouldn't take Live-Support to fix this issue, the forms should be being processed in their own queue.
B: This indicates the problem can be fixed, but isn't.
C: The only word from Squeenix given recently on this issue was two tweets yesterday, exhorting people to fill out the form that does nothing while their weekend wastes away.
D: This is on-top of 1013, 90000, 1017, the problems getting EA codes (Player-fixed, by the way), and the problems getting CE codes, meaning that some unlucky people have hardly played at all. Not to mention all of those have been poorly and sluggishly addressed too.

So yes, people are frustrated. Some insight into the process would be welcome. Progress even more so.

*Headwall @ this thread*

People upset about the buggy game could have returned it a loooooong time ago but didnt.

You want a refund but wont return the game? Hmmm

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Originally Posted by Raiz_Cineris

People upset about the buggy game could have returned it a loooooong time ago but didnt.

You want a refund but wont return the game? Hmmm

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Hello,

Thanks for commenting. Please re-read OP, and then try commenting again.

Message QR 97.