Rude SE Chat Support, and HUGE Breach of Security

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08-31-2013, 03:33 AM
Aella

Rude SE Chat Support, and HUGE Breach of Security

Beware SE's chat reps. I started the chat with two ticket numbers, both about merging my service accounts. The rep told me that both of the tickets were not in the correct format, sent me a link to the exact same form I had already filled out and said to contact later. After trying to explain the other two tickets were made on the same form, I gave up and created yet another ticket number from that link. I gave him all my personal information and he verified me. He said they would be merged, but he would be unable to give an ETA. I asked if I would get my free time back, and he said he had no idea and immediately ended the chat.

When he closed my tickets he added someone else's chat log and personal information, and sent my information to them. I'm appalled by the way this representative handled both of our accounts, and feel this information needs to be spread. It's one thing to be rude, but it's another completely to give an absolute stranger all of my personal information.

Edit: People wanted proof. Here you go.

SE Support Failure
08-31-2013, 03:47 AM
Jinobe

Wow, yeah that does sounds terrible. I have same problem, I want to merge service accounts, do I just go to support?
08-31-2013, 03:50 AM
Aella

Yeah, that's unfortunately the only way to do it. Here's a link that should work: http://support.na.square-enix.com/fa...la=1&kid=68225

Make sure to accept to the terms and conditions. Even though it won't let you submit the ticket without doing that, this rep I had SWEARS I didn't. Oh and hope you don't get the same "Agent" I did.
08-31-2013, 03:57 AM
Jinobe

Oh hey when it gets merged.. will the characters get merged as well?
08-31-2013, 03:59 AM
Jett

I had the same horrible experience with SE support. I asked a follow-up question, they simply said "no" and ended the chat. Worst customer experience I've ever come across.
08-31-2013, 04:01 AM
Aella

I believe so, Jinobe. I'm not entirely sure though, as I wasn't given the opportunity to ask. The rep just disconnected and left.
08-31-2013, 04:03 AM
redmoon86

Yeah their customer support is terrible. Would anyone know who id contact to get a proof of purchase for 1.0. For some reason the website doesn't recognize I own it and the only answer I get from CS is buy it again...for three days now...
08-31-2013, 04:04 AM
Aella

Where'd you buy it from? If it was from Amazon, they should have record of it on your order history. Otherwise, I'm not sure really.
08-31-2013, 04:29 AM
redmoon86

It was right off the square enix website. So of course lol I gotta try going through their CS again... sigh.
08-31-2013, 04:36 AM
trashmyego

Is there a trick to getting the Chat Support link to come up? The only thing I see is Email Support.
08-31-2013, 04:43 AM
slykkoxin

I'm extremely mad that dev's wanna make posts about things they plan to implement to the game but can't even address serious issues like this
08-31-2013, 04:51 AM
Wartog

Quote:

Originally Posted by Aella

When he closed my tickets he added someone else's chat log and personal information, and sent my information to them. I'm appalled by the way this representative handled both of our accounts, and feel this information needs to be spread. It's one thing to be rude, but it's another completely to give an absolute stranger all of my personal information.

And you know this how?? If you can't provide proof of this you are just giving false information.

Quote:

Originally Posted by slykkoxin

I'm extremely mad that dev's wanna make posts about things they plan to implement to the game but can't even address serious issues like this

How does this have anything to do with the devs????
08-31-2013, 04:52 AM
Comicbookguy

How do you contact them by CHAT or PHONE? All I see is email
08-31-2013, 04:53 AM
MrHeat

Im starting to lose my cool. Ive rolled with the punches, but this is just dumb. Been working on my guy since open beta and now i might have to say oh well ill just start all over again, making open beta and early access a waste of time. I tried chat support. they had me wait for a a hour and a half just to tell me there was no one to help me. then i did the mail. its been 3 days and nothing. So now i find myself not being able to get on the game with my guy and guild on Lev for this 3 day weekend. hell i would bite the bullet and just rebuy the CE on digital, but they took that down. All these issues are starting to add up. one thing after another thing after another.
08-31-2013, 04:56 AM
omgitslos

Quote:

Originally Posted by MrHeat

Im starting to lose my cool. Ive rolled with the punches, but this is just dumb. Been working on my guy since open beta and now i might have to say oh well ill just start all over again, making open beta and early access a waste of time. I tried chat support. they had me wait for a a hour and a half just to tell me there was no one to help me. then i did the mail. its been 3 days and nothing. So now i find myself not being able to get on the game with my guy and guild on Lev for this 3 day weekend. hell i would bite the bullet and just rebuy the CE on digital, but they took that down. All these issues are starting to add up. one thing after another thing after another.

Things started to get to smooth. Something had to be broken.

I am in queue for a rep. I hope I have a better experience :/ I understand that they are rushed, but they could be a bit nicer
08-31-2013, 05:28 AM
Kemintiri

Quote:

Originally Posted by MrHeat

Im starting to lose my cool. Ive rolled with the punches, but this is just dumb. Been working on my guy since open beta and now i might have to say oh well ill just start all over again, making open beta and early access a waste of time. I tried chat support. they had me wait for a a hour and a half just to tell me there was no one to help me. then i did the mail. its been 3 days and nothing. So now i find myself not being able to get on the game with my guy and guild on Lev for this 3 day weekend. hell i would bite the bullet and just rebuy the CE on digital, but they took that down. All these issues are starting to add up. one thing after another thing after another.

I'm in the same boat but I haven't joined a guild yet so I think if I can find a server that's open I'll just reroll. I'm not too concerned about the time I spent leveling, I just want my pre order stuff.
08-31-2013, 05:45 AM
Taban

I posted this in another thread, but here's the response I received from the devs after waiting for 10 days for a response on my ticket. http://i.imgur.com/IvZJuuR.png?1
08-31-2013, 05:59 AM
Zyltas

It sucks that this happend, and shows a pretty poor job by that CS rep.

I put in a ticket when I first ordered my game as I got no email but luckily had copied my code from the site even though it said it would email me. I put in a ticket asking about this and a few days later got a message saying it would take 48 hours to hear back. It has now been 3 weeks.

To those blaming the devs though, this has nothing to do with the devs. This is all the CS and billing departments getting things wrong.
08-31-2013, 07:54 AM
Camate

Hello,

Here is a statement from the support manager regarding this issue.

Quote:

Originally Posted by SQUARE ENIX Support Manager

The security of personal information is something we take seriously at SQUARE ENIX and especially in the Support Center. This violation of support protocol was immediately reported internally and an investigation has been launched. After a thorough investigation, we will be taking the necessary actions to improve the level of quality and operating procedures in order to prevent a repeat violation from happening again. I sincerely apologize to those affected by this violation, but rest assured security is a top priority and everyone’s personal information is indeed safe.

SQUARE ENIX Support Manager
08-31-2013, 07:59 AM
Qeepel

Hello Aella,

Thank you for bringing this matter to our attention. First off, we deeply apologize for your negative experience with our support center. It is certainly understandable how concerning it is for your confidential information to be kept private and there is no excuse for this type of error to occur.

I will be escalating your concern to the proper parties to ensure the matter is reviewed and that all policies and procedures were followed and any necessary corrective actions taken.

Again, we deeply apologize for the inconvenience this has caused you and appreciate that you have brought this to our attention. It is our goal to provide excellent customer service and this will help us to correct further related problems from arising.

If you have any additional concerns, please feel free to let us know and we will strive to provide you with the best possible resolution.

Thank you again, and take care.

-SQUARE ENIX MODERATOR
08-31-2013, 08:14 AM
Ryihito

That is terrible. I hope those who gave out personal information get fired or at least get a severe disciplinary.
08-31-2013, 08:22 AM
Squitten

Quote:

Originally Posted by Taban

I posted this in another thread, but here's the response I received from the devs after waiting for 10 days for a response on my ticket. http://i.imgur.com/IvZJuuR.png?1

i received this same response for my issue.
08-31-2013, 08:34 AM
Thundaja

I have had problems with chat support as well... When I had a problem with registering my pre-order code I went into chat support twice. Well in the chat support when it stated I was number 2 in queue and moved to number 1 I got skipped and I mean it pushed me back to number 2 in queue. This happened 6-7 times that day.

When I FINALLY got to number 1 in queue and managed to not be skipped anymore it told me I had a 16 minute wait time... 20 minutes later I had no agent contact me and I felt like they just did not care.